Required Skills

Service Desk Remote Desktop

Work Authorization

  • Citizen

Preferred Employment

  • Full Time

Employment Type

  • Direct Hire

education qualification

  • UG :- - Not Required

  • PG :- - Not Required

Other Information

  • No of position :- ( 1 )

  • Post :- 27th Jul 2022


We Are Hiring For Service Desk Role With Leading IT Company. (Immediate Joining to 30 Days)

Job Location : Hyderabad

Sal : 2.50 to 6.00 LPA

Please Call : Lerissa @ 9309326494, Delilah @ 7058721922 Shreya 8698989517Susan @ 7722032762 , Pearl @ 7798562517

Language: Proficient in English (Read + Write + Speak )

Role purpose:
Resolve End Users infra issues when they seek help from IT help desk through various mediums like calls , web, chat and Service Requests

Roles and Responsibilities

  • Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
  • Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
  • Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
  • Routes the enquiries to Resolver Groups as appropriate
  • Re-routes misdirected calls
  • Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
  • Provides status and updates on tickets to authorized users
  • Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
  • Makes recommendations for updates to the KB database
  • Adherence to policies and procedures, closure of open calls after resolution.

Desired Candidate Profile

  • 1-6 Yrs of experience in Service Desk/International BPO/Technical Support
  • Able to handle Calls, Emails, Chats & Web tickets and should be willing to work in 24*7 shift environment
  • Basic understanding of inter-relationship of software, hardware and communications Hardware trouble shooting skills Printer and Network issues
  • Experience in PC Hardware configuration
  • Experience supporting LANs, PC operating systems and desktop software
  • Experience using a variety of PC software including Microsoft Office Suite,
  • Knowledge and understanding of end user requirements
  • Strong customer service orientation Self-Starter
  • Good listening skills & Ability to analyze and solve technical problems
  • Strong problem analysis, resolution, and writing skills
  • Good interpersonal and communication skills Analytical skills excellent spoken and written communication skills

Mandatory Language Skill: Prior SD experience and excellent English speaking skills

Company Information