CompuCom Systems, Inc. Hiring for IT Help Desk Technical Support Agent at Fursungi, Pune, Maharashtra Full Time

Full Job DescriptionWhy CompuCom? (Overview):
Join the Leader In the Delivery of Technology Solutions

CompuCom has a clear vision and roadmap for the future of technology, and how it can help businesses achieve their goals.

2018 Leader, Gartner Magic Quadrant, Managed Workplace Services, North America.
Recognized 15 straight years by Gartner.
We manage millions of devices and IoT nodes, including 6.4 million devices, 2.4 million network devices, 449,000+ servers, and 1 million+ mobile devices.
We support 5.15 million users in North America and more than 8 million Service Desk contacts.

Learn more about CompuCom and how our comprehensive solutions and services benefit six of the top ten Fortune 500 businesses, seven of the top ten retail businesses, and six of the top ten financial services firms in India. Visit us online at CompuCom.com

What We Need & What You’ll Do (Responsibilities):
Designation: Service Desk Tech I (Voice Process)

Grade/Level: 1

Roles and Responsibilities:-

Responds to telephone calls, Self-Service tickets from users. Assign work orders/incidents to appropriate support teams and follow up until closure.Use the Incident Management System to document and manage problems and work requests and their respective resolutionsPerform user account management activitiesEscalate complex problem to appropriate support specialistsTroubleshoot software/Hardware and basic network errors, connectivity problems via telephone/email/chat for customers.Identify, evaluate and prioritize customer problems and complaintsTroubleshoot software installation failure and provide support via telephone, remote accessProvide remote assistance in assembling, installing and troubleshooting computer hardware and peripherals.Installing and managing Applications on Remote.Troubleshooting Internet Problems Both Internet, Intra-Net & VPN.Managing customer expectations regarding estimated response time
Technical Requirements

Phone support experience necessary.Technical Service desk or technical call center experience is necessary.Disciplined, systematic problem-solving skills required.Hands-on work experience with the following:Hands-on work experience with Windows Operating systems and its native tools.ITSM ticketing tools such as Service Now.Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and LogMeInSupport for laptop, desktops, POS, and printers
Soft Skills

Excellent communication and conversation skills (Verbal and Written)Good documentation skillsShould have great customer handling skillsAble to handle unforeseen situationsHigh level of acceptance
Who You Are (Qualifications):
BE/ B TECH/ ME / M TECH/ MSC / MCA/ MCM / BSC