Helpdesk Job in Softenger
Helpdesk
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
Job Description Qualification: PRIMARY RESPONSIBILITIES
o BE/ B.Tech/ M.Tech/ MSc/ MCA qualification or equivalent
o Should have good MS-Office skills
o Excellent written and verbal communication skills
o Language Hindi and English Must
o ITIL Process knowledge will be an added advantage
Experience:
Min. 1 year of experience in respective areas under Contact Centre environment
Experience of generating predefined reports from reporting tools
Domestic Help desk support for End user devices Laptop , Tablets and Mobile.
Knowledge of relevant call tracking applications
Knowledge on Open Source ITSM Ticketing tools
Available to receive calls on 24 x 7 x 365 basis and do ticketing.
First level support for various issue categories through effective usage of knowledge base with the agreed SLA.
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries over the phone, email and chat. Based on SOP
Run diagnostic programs to resolve problems.
Resolve technical problems with windows operating system, outlook, and connectivity and customer applications.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
follow standard help desk procedures
redirect problems to correct resource Skill based routing
identify and escalate situations requiring urgent attention
track and route problems and requests and document resolutions
prepare activity reports
inform management of recurring problems?
End to end event monitoring and tracking
stay current with system information, changes and updates, Job Code- HPE_IT _03077_20_2
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