Technical Support Associate : L1 : Graduates :
- Leading IT Company
- 1 - 6 years
- Hyderabad
- 30 days ago
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Job Description
We Are Hiring For Service Desk Role With Leading IT Company. (Immediate Joining to 30 Days)
Job Location : Hyderabad, Bangalore
Sal : 2.40 to 6.00 LPA
Language: Proficient in English (Read + Write + Speak )
Role purpose:
Resolve End Users infra issues when they seek help from IT help desk through various mediums like calls , web, chat and Service Requests
Roles and Responsibilities
- Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
- Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
- Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
- Routes the enquiries to Resolver Groups as appropriate
- Re-routes misdirected calls
- Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
- Provides status and updates on tickets to authorized users
- Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
- Makes recommendations for updates to the KB database
- Adherence to policies and procedures, closure of open calls after resolution.
Desired Candidate Profile
- 1-6 Yrs of experience in Service Desk/Technical Support - L1/L2/Desktop Support
- Able to handle Calls, Emails, Chats & Web tickets and should be willing to work in 24*7 shift environment
- Basic understanding of inter-relationship of software, hardware and communications Hardware trouble shooting skills Printer and Network issues
- Experience in PC Hardware configuration
- Experience supporting LANs, PC operating systems and desktop software
- Experience using a variety of PC software including Microsoft Office Suite,
- Knowledge and understanding of end user requirements
- Strong customer service orientation Self-Starter
- Good listening skills & Ability to analyze and solve technical problems
- Strong problem analysis, resolution, and writing skills
- Good interpersonal and communication skills Analytical skills excellent spoken and written communication skills
Mandatory Language Skill: Prior SD experience and excellent English speaking skills
Job Classification
Industry: BPO / Call CentreFunctional Area: BPO / Call Centre
Role Category: Voice / Blended
Role: Non Tech Support - Voice / Blended
Employement Type: Full time
Contact Details:
Company: Leading IT CompanyLocation(s): Hyderabad
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₹ 4-9 Lacs P.A
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