It Global Support/ Remote Support Job in Awc Software Pvt. Ltd.

It Global Support/ Remote Support

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Job Summary

Outline of Role:

The IT Service Desk Analyst will provide first-line technical support to internal staff across geographies. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of staff problems, which may range from straightforward to more complicated technical issues.


Responsibilities

  • Act as a single point of contact for ticket resolution.
  • Ability to understand the challenge and have visibility across functional teams and their POCs to coordinate and resolve the issue on priority.
  • Reassignment count to be kept as low as possible and ensure only hardware-dependent requests are routed ahead.
  • Responding to client support requests. Attend phone calls, emails, and tickets generated via internal tools from staff regarding IT issues and queries.
  • 1st line support - troubleshooting of IT-related problems from in-house software and applications, such as Laptops, Desktop, applications like Oracle, time tracking and Printers etc.
  • Troubleshooting on Microsoft and IOS platforms.
  • Basic Mail server knowledge to create Distribution lists etc.
  • Managing incidents including business expectations and communication.
  • Receiving, logging, and managing calls from internal staff via telephone and email.
  • Troubleshoot basic network issues such as IP conflict.
  • Log all calls in the Service Desk Call Logging system.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles

Qualifications:

  • An ITIL qualification is preferable but not essential
  • B.Tech or other graduation in Information and technology degree is a must.

Requirements

  • Excellent communication skills and telephone manners.
  • Willingness to work in a 24/7 environment, with 60% or more being night shifts.
  • Excellent organizational skills.
  • IT Service Desk and/or Technical Call Centre experience required.
  • Management experience Managing incidents including business expectations and communication.
  • Strong knowledge of Microsoft based operating systems with an emphasis on Windows 7 and Office 2007
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)

Experience Required :

1 to 3 Year

Vacancy :

2 - 4 Hires

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