Job
Description
Hope you all are doing great!
Great Opportunity for Fresher!
We are hiring for Service Desk Role.
Position Summary:
- Executes transactions as per prescribed timelines.
- Performs initial troubleshooting to identify root cause and provides resolution to customer.
- Reviews, validates inputs from process executives and assist them to execute transactions without errors.
- Provide first level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.
- Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.
- Provides remote assistance to End Users (phone, email, chat and other channels).
Skills Required:
- Analytical and Problem solving skills
- Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
- Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
- Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
- Display ownership and accountability
- Quickly build trust and confidence with customer
- Own and resolve customer issues efficiently, effectively and empathetically. Mandatory requirement:
- Excellent communication skills C1 equivalent proficiency-verbal and written
- Displays excellent customer service skills and capabilities
- Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries.
- Maintain response and resolution speed as defined by SLAs
- Keep high customer satisfaction scores and follow quality standards in 90% of cases.
- Provide customer facing bug progress summary using available tools and platforms.
- Handle escalations raised by customers and partners.
- Handle consults from the lower tier to assist in case resolution
- Good presentation and client Interfacing skills
- Confidently communicates current performance and improvement ideas with client
Technical Skills
- Basic knowledge of cloud computing and types of cloud computing
- Basic Knowledge of Mail server settings IMAP , POP and SMTP
- Basic Knowledge of Domain Server Concepts like DNS ( Domain Name Server/Domain Naming System) , DKIM and DMARC
- Basic Knowledge of SPF (Sender Policy Framework) or SPF records /TXT records, MX records.
- Experience in working on Active Directory
- Basic knowledge of Internet Protocols LDAP (Lightweight Directory Access Protocol)
- Basic knowledge if SSON (Single Sign On)
- Basic knowledge of API (Application-Programming Interface)
- Basic knowledge of Prevention of Spam, Phishing and Malware
- Basic knowledge of T/S Small Forms (iOS, Android, Windows)
- Basic knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business
- Basic knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
- Basic knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.
- Basic networking knowledge
- Broad knowledge of IT products, services and terminology
- Working knowledge of MS Office products
- General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
Note:
- Should be comfortable in Rotational shift.
- Cab Facility if night shifts (Limited Areas).
- Looking for Immediate Joiner.
- Should be OK with Work from Office.
Pune, Bangalore/Bengaluru