Full Job Description
Hi,
Position : Global Service desk
CTC: 6 LPA
Location : Yerwada, Pune. (Maharashtra)
24 x 7 includes early morning shifts, shift allowance applicable
JD
Responding to queries via chat, email, or phone
Training other staff members on troubleshooting and diagnosing problems
Writing, editing, and revising training manuals for new and updated software and hardware
Providing technical assistance for questions and problems
Resolving problems with networks and other computer systems
Diagnosing system errors and other issues
Following up with customers to ensure full resolution of issues
Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
Running reports to analyse common complaints and problems
Installing or changing software to fix issues
Remotely accessing hardware or software for clients to make changes and fix problem
Understand organization’s current and ongoing process.
Address service desk tickets regarding hardware, software, networking, enterprise servers and enterprise applications.
Ensure the tickets are resolved within defined SLA’s.
Ensure timely escalation of unresolved issues to the appropriate internal technical teams.
Record technical issues and solutions in logs
Requirements:
Excellent problem-solving, customer management and communication skills (verbal and written in English language).
4-6 Years of work experience as a L2 Technical Support analyst / Sr. IT Help Desk Technician or similar role.
Good knowledge on desktops, network, and servers.
Knowledge on engineering applications and licensing preferred.
Ability to diagnose and troubleshoot technical issues.
Familiarity with remote desktop applications and help desk software’s.
Ability to provide step-by-step technical help, both written and verbal.
ITIL or MS Certified preferred.
Thanks & Regards,
Elizabeth
Job Type: Full-time
Salary: Up to ₹600,000.00 per year
Schedule:
Experience:
Speak with the employer
+91 8369618284