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Help Desk It Helpdesk Technical Support Jobs

Raising Global Solutions
Job Shared by MonsterIndia
Job Description

Job Summary
The Analyst, Help Desk Level I is responsible for resolving incoming telephone requests for technical assistance on standard commercial and proprietary applications. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Help Desk Analyst role. All Help Desk Analysts are subject to shift changes to adapt to the business needs of the Help Desk.
Principal Responsibilities: (Essential Function)
Call Handling
Provide comprehensive technical support services to support center customers.
Take all steps to troubleshoot issues reported to them and resolve or escalate to the appropriate contact.
Use all available Knowledge Management Tools during the call
Take all necessary steps to ensure customer satisfaction at the end of the call
Call Logging
Create and submit detailed call logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call logging components
Confirm and update customer profile information as needed
Escalation
Promptly notify management of any potentially €œdissatisfied€ customers
Follow all documented escalation procedures, including hand off times, for issues requiring 3rd party intervention
Open Calls
Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc.
Knowledge
Proactively seek and possess business acumen for all clients supported
Maintain technical proficiency in all applications utilized by clients supported
Participate in all company organized training events
Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
Job Requirements
Skills
Excellent verbal and written communication skills
Customer Service Skills
Microsoft Office Suite, Windows Operating Systems, Lotus Notes, and Internet applications
For Technical process Basic understanding on: Computer Operating Skills - File/Memory/Keyboard Management, Installing and uninstalling software, basic troubleshooting, and keyboard shortcuts.
Operating System - Knowledge of hardware - RAM, HDD, devices. Knowledge of OS - Mac or Windows. Control Panel and basic hardware troubleshooting.
Internet Concepts - Knowledge of IP, DNS. Search Management. Internet and browser understanding and basic troubleshooting Skills.
Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
Qualities Needed for This Jobs
Help Desk Support, It Help Desk, Tech Support, Technical Support, Technical Helpdesk
Candidate Profile
Immediate Requirement For International Voice Process(technical Support) Location : Hyderabad Notice Period : Immediate -30days Experience : 1-3years
Looking for Any Graduate graduates profile.
More Information
Location Hyderabad / Secunderabad
Education Any Graduate
Experience 1 (yrs)
Industry Call Center
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