Technical Service Desk - Hyderabad

Job Description:

Only Immediate Joiners would be entertained.

·         Technical Helpdesk (International Calling)             

General Skills:

• More than 1 year of experience in handling Technical service desk.
• Team Player with fair amount of exposure in working with large organizations.
• Professional Approach with flexibility in adapting to different culture and environments.

Education Qualification

• Science/Any Graduate
• In House ITIL Certified
• Yellow belt Certified preferred

Process and Technical Skills:

• Queue Management – Timely case acceptance & acknowledgement, categorization, resolution and reassignment
• Search the knowledge base for incident resolution procedure
• Ensure that all support tickets are updated with the correct and complete information
• Own incident resolution at all times and keep user informed of status
• Provide ETA for delayed streams/Process
• Analyze and troubleshoot a wide range of queries via phone or chat
• Escalate the incident to next line of support in case procedure does not exist; or application of procedure does not resolve incident
• Maintain ownership of Incidents till closure, ensuring status update and resolution according to SLAs / KPIs
• Knowledge Sharing / Cross Training of applications
• Experience in Application support would be an add-on.
• Experience in Technical or Semi Technical voice process would be an added advantage.
• Maintain interaction quality and adhere to standards such as:
  • Initial greeting & Customer acknowledgment
  • Use of courteous statements, Displayed empathy
  • Listening effectively
  • Quality of voice tone and pitch including rate of speech
  • Effective probing questions
  • Use of positive words
  • Ending of call - additional help/thanked
  • Call resolution/outcome
  • Overall professionalism and call satisfaction
• Logging a detailed documentation in the tool

Preferred Skills:

• Ability to clearly communicate in English, both written and verbal
• Ability to learn and apply technical and industry-specific information into troubleshooting
• Aptitude to identify problems, research and analyze the situation, and make appropriate recommendations/decisions
• Ability to multi-task in a fast paced environment with great attention to detail and strong organizational skills
• Ability to listen, think, and type at the same time
• Must be a self-starter and have the ability to prioritize workload within an assigned schedule
• Knowledge of L1/ 1.5 technical services
• Worked on various ticketing tools like Jira, SNOW, HP
• Understand the ITIL Framework and related IT Governance.
• Knowledge on Active Directory and exchange server administration
• Operating Systems: Microsoft Windows (7, 10)
• Knowledge of troubleshooting OS issues, virus, malware and other issues in windows environment.

Current Role Activities

• Handling IT incidents and requests received.
• Incident logging using the Service-Now, HPSM and Tieto Ticketing Tool and managing and prioritizing workload.
• Handling Escalation matrix between support teams.
• Creating Knowledge Articles for troubleshooting

Salient Features

• Good Communication skills - Oral and written
• No Shift or Location Constraints
• Minimum of 24 months of commitment in terms of longevity