About Job CTC Undisclosed Job Location Chennai Experience 0 - 2 yrs Description Experience

0-2.5 Years

Skill (Primary)

DWP-USS-SERVICE DESK

Qualification

B-Tech

Location

Chennai

** (Posting)**

Position Title: Service Desk
1-3 years experience

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer end users. Route problems to internal 2nd and 3rd level IT support staff. Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. Administer and provide User account provisioning. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps. Provide level 1 remote desktop support and perform other activities based on SOPs. Perform user account management activities. Should have hands-on experience with Windows-based client operating systems like Windows 7, Vista, and XP. Knowledge on server, network, storage, and other IT infrastructure devices. Knowledge of Active Directory, Exchange. Knowledge in ITSM tools like ServiceNow, Remedy, etc. In-depth knowledge of MS Office Suite. Knowledge on Internet browsers, VPN, and remote dial-in users and other desktop applications like WinZip, Acrobat, etc. Support knowledge on laptops, desktops, printers, PDA, Blackberry. Escalate complex problems to appropriate support specialists. Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications). Troubleshoot client software and basic network connectivity problems. Identify, evaluate, and prioritize customer problems and complaints. May train users and operators on a limited basis and/or may write training procedures. Participate in ongoing training and departmental development. Routine maintenance updates with other IT staff and business units. Provide all required documentation including standards, configurations, and diagrams. Provide knowledge transfer of EUC operations. Should have strong verbal/written communication. Should have very good knowledge in English and at least one regional language (German, Italian, Spanish, Russian, Mandarin, Japanese). Excellent interpersonal skills with the ability to influence both IT and the business.

Role:

Incident management Providing phone, email, and chat support to end users User access management Documenting the issue, resolution, and maintaining the Knowledgebase Creating and maintaining the knowledgebase about the issues that they are handling. Responds to telephone calls, email, instant messages, and assigned tickets from users. Assign work orders/incidents to appropriate teams. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions. Vendor Management Support and document Installations, Moves, Adds, and Changes (IMACs). Metrics and reporting. Should be able to work in an on-site/off-shore model ensuring seamless communication with the offshore team to achieve service levels. Able to work well with little direction and in a team atmosphere. Ability to triage effectively under pressure. To adhere to quality standards (voice and accent, tech monitoring), regulatory requirements, and company policies. To ensure a positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions, and reopened cases. To maintain high login efficiency (availability) for customers.

Locations: INDIA, Chennai