Converse Placement Services India Pvt. Ltd.

Converse Placement Services India Pvt. Ltd. 000000000 abc@gmail.com

Job Description

Job Description:

 

  • Functional knowledge of Microsoft Active Directory and Windows
  • Competency in MS Office Suite.
  • Strong documentation skills and attention to detail. Customer-focused; demonstrating empathy with others, good listening, and questioning skills.
  • Ability to work well with others and contribute to team values and rapport-building across the organization.
  • Effective prioritization skills and the ability to execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.
  • The ability to work flexible schedules, including weekday, weekend, day shift, night shift, and potentially overnight shifts is required.
  • CompTIA A+ preferred
  • ITIL Certification/Preferred
  • Previous experience providing technical support
  • Experience with enterprise ticketing systems/Desktop support/printer support/service desk.

WHAT YOU WILL DO

  • Acts as a single point of contact for all phone and email queries from internal customers.
  • Troubleshoots basic software and hardware issues via phone and resolves upon first contact, when possible.
  • Fully documents all cases in the service desk tool and escalates to appropriate resolver groups.
  • Monitors the progress of requests for support and ensures that customers and other interested parties are kept informed.
  • Escalates unresolved tickets to the appropriate resolver groups.
  • Performs basic support functions such as password resets, unlocking accounts and AD group changes.
  • Provides "how to" assistance on all internally supported devices, applications and systems.
  • Escalates issues to appropriate second- and third-level subject-matter experts in accordance to service-level agreements, and follows up on incidents when appropriate.
  • Leverages internal and external resources (knowledge bases, manuals, support sites, vendors, etc.) to answer questions and resolve issues.
  • Contributes to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
  • Builds relationships with the Level 2 support technicians and Level 3 subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
  • An advocate for the customers to ensure he or she receives high-quality and timely service and support from the entire IT organization.

Team Converse

KeySkills

Desktop support,ITIL,Microsoft Active Directory,MS Office Suite,service desk,Technical Support,ticketing,Windows

Functional Area

Technical Support / Helpdesk

Candidate Profile Detail

Company Description

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Job Overview


  • Offered Salary
    Rs.500000 - Rs.1000000
  • Qualification
    All-Graduates,All-Post Graduates
  • Designation
    Service Desk Associate - Sme/Team Lead
  • Industry
    BPO / Call Centre
  • Experience
    3 - 8 Years

Job Location


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