Job Description

Job Title : Associate IT Servicedesk Executive We are looking for a competent IT Service Desk Engineer who can provide fast and useful technical assistance on computer systems. The engineer will answer queries on basic technical issues / solve them via Remote Assistance. An excellent IT Service Desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.The goal is to ensure the issue is resolved as fast as possible. Roles & Responsibilities: \xe2\x80\xa2 Serve as the first point of contact for customers seeking technical assistance over the phone/email/chat.\xe2\x80\xa2 Perform remote troubleshooting through diagnostic techniques/tools and pertinent questions.\xe2\x80\xa2 Determine the best solution based on the issue and details provided by customers.\xe2\x80\xa2 Walk the customer through the problem-solving process.\xe2\x80\xa2 Direct unresolved issues to the next level of support personnel.\xe2\x80\xa2 Provide accurate information on IT products or services.\xe2\x80\xa2 Record events and problems and their resolution in logs.\xe2\x80\xa2 Follow-up and update user status and information.\xe2\x80\xa2 Pass on any feedback or suggestions by customers to the appropriate internal team.\xe2\x80\xa2 Identify and suggest possible improvements on procedures. Desired Skills: \xe2\x80\xa2 Experience in supporting and troubleshooting Desktop, Laptops, Peripherals, Applications and Windows Operating System related issues.\xe2\x80\xa2 Basic Knowledge of Networking, VPN, DNS, DHCP, TCP/IP and Antivirus related troubleshooting .\xe2\x80\xa2 Assertive communication skills (written/Verbal) with the ability to deal with users at all levels in organization and customer service orientation.\xe2\x80\xa2 Excellent listening skills, Graduate/Post Graduate.\xe2\x80\xa2 Knowledge of MS Office365, ITIL Process /Certification.\xe2\x80\xa2 Knowledge of MS Excel(formulation), Measuring SLA, Inventory Track.\xe2\x80\xa2 Exposure on remote management tools, workflow, Ticketing Tool ( Service-Now = preferred ).\xe2\x80\xa2 Ability to logically and effectively prioritize, schedule work and execute tasks in a high-pressure environment.\xe2\x80\xa2 Extremely motivated team player with solid time management skills.\xe2\x80\xa2 Ability to meet deadlines and work well under pressure\ In Amplifon, global leader in the hearing care retail market, we empower people to rediscover all the emotions of sound. With a presence in 25 countries and 5 continents, we are transforming the way hearing healthcare is perceived, offering people distinctive customer experience and the superior care and expertise. \
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\ Every day we strive for innovation, excellence and forward-thinking, by encouraging our people to be themselves, to inspire each other and to share ideas. \
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\ If you want to build your tailor-made career, challenge yourself every day and take the opportunity to have an impact on millions of people\'s lives, then apply today! \
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\ Amplifon is an equal opportunity employer committed to providing a diverse and equitable workforce environment. We believe that through valuing our uniqueness and respecting our differences, we can achieve more and that diversity adds to our culture. \
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\ We encourage applications from all genders, corners of the world and individual backgrounds. \