A good command over English language. Having excellent communication skills.
Provides first-line support for end users seeking assistance with IT and Business service issues via phone, email and chat.
Provide resolution for customer to appropriate personnel and provides incident status updates to end-users.
Respond promptly and accurately to customer complaints, inquiries and requests for information and coordinate appropriate follow-up.
Monitor, troubleshoot and resolve tickets in assigned queues in Snow
Deploy software and hardware using tools like Bomgar
Coordinate with other staff for the purpose of completing incidents and requests efficiently. Work independently to resolve customer issues with little or no supervision.
Perform other job-related duties as assigned in service desk trouble shooting including Laptop/ Desktop/Notes/O365/ Hardware and Mobile applications
Handling Calls back to back for customer issues throughout the day.
Determining right away if they can resolve the issue or need to escalate
Work notes need to be captured appropriately when documenting customer issues.
Email communication needs to be good when escalation to leads or supervisors is required
Active Directory / RSA / Service Now are the basic tools that Service desk will work on day to day basis.
Basic networking knowledge.
Knowledge on Windows 10 operating system.
Knowledge of ITIL and implementation aspect of the same
Location: Chennai | 3 – 5 years of experience
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