Job Title: IT Helpdesk Analyst
Location: Gurgaon
Shift Timings: Rotational (24*7)
Job Responsibilities :
- Provide friendly, courteous, and quality support to all users.
- Strive to meet or exceed all SLA goals.
- Respond to incoming telephone calls, voicemail, web-submissions, emails and/or chat for assistance from users experiencing problems.
- Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e. software, hardware and client specific applications)
- Document customer requests in the appropriate issue tracking system.
- Route tickets accurately to client level support when needed.
- Stay current on and adhere to established policies, procedures and documentation
- Be a subject matter expert in the full suite of supported client system and processes
KNOWLEDGE AND SKILL REQUIREMENT
- Excellent written and verbal communication skills.
- Knowledge in Microsoft Office (i.e. Word, Excel, PowerPoint, Access)
- Knowledge in Microsoft Outlook and/or Lotus Notes.
- Knowledge in Windows XP+, Vista, 7 and Mac OSX Operating Systems.
- Knowledge of Active Directory. • Strong customer service skills.
- Strong problem solving skills and decision making ability.
- Effective listening and probing question skills.
- Ability to learn and apply technical information in a fast-paced, demanding work
environment.
- Ability to follow policies and procedures; attention to detail.
- Ability to handle a large call volume.
- Flexibility to accommodate Help Desks hours of operation, 24 hours a day, seven days-a-week, including holidays.
- Strong enthusiasm and desire to learn.
- Perform well in a team and as a team. • Self-motivation and organization.
- Ability to multi-task.