FENG GROUP Hiring for Help Desk Analyst (Senior) Job at New Delhi Full Time

Are you someone who is looking for a job in a growing Computer software company? We are here to help you. Our client is looking for a Senior Helpdesk Analyst. The Help Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

Tasks

• Serve as the first point of contact for customers seeking technical assistance over the phone or email;
• Perform remote troubleshooting through diagnostic techniques and pertinent questions;
• Determine the best solution based on the issue and details provided by customers;
• Walk the customer through the problem-solving process;
• Direct unresolved issues to the next level of support personnel;
• Provide accurate information on IT products or services;
• Record events and problems and their resolution in logs;
• Follow-up and update customer status and information;
• Pass on any feedback or suggestions by customers to the appropriate internal team;
• Identify and suggest possible improvements on procedures;
• Performing preventative maintenance, including checking and cleaning workstations, printers, and peripherals;
• Test fixes to ensure the problem has been adequately resolved;
• Perform post-resolution follow-ups to help requests;
• Develop help sheets and frequently asked questions lists for end-users;

Requirements

• BSc/BA in IT, Computer Science or relevant field;
• Proven experience as a help desk technician or other customer support role;
• Tech-savvy with working knowledge of office automation products, databases and remote control;
• Good understanding of computer systems, mobile devices and other tech products;
• Ability to diagnose and resolve basic technical issues;
• Proficiency in English, other languages will be a plus;
• Excellent communication skills;
• Customer-oriented and cool-tempered;
• Ability to work Independently/or in a team environment;
• Ability to conduct research into a wide range of computing issues as required;
• Ability to absorb and retain information quickly;
• Ability to present ideas in user-friendly language;
• Interested? Join us now!