Job Description

We Are Hiring For Service Desk Role With Leading IT Company. (Immediate Joining to 30 Days)
Job Location : Kolkata
Sal : 2.50 to 6.00 LPA
Please Call : Delilah @ 7058721922, Shreya @ 8698989517, Alisha @ 8530888845 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

Key Skills
Service Desk
Application SoftwareWindows OSOSL1Laptop SupportL2DNSWindowsTroubleshootingITILDHCPActive DirectoryMACOperating SystemsOutlook ConfigurationLAN ConfigurationDesktop SupportITIL FrameworkIT Service DeskTechnical HelpdeskIncident Management Skills highlighted with ‘‘ are preferred keyskills
Education
UG:Any Graduate
Company Profile
Outpace Consulting Services Private Limited
Leading it company
Company Info

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Salary: 2,50,000 - 6,00,000 P.A.
Industry: BPO / Call Centre
Functional Area: Customer Success, Service & Operations
Role Category: Voice / Blended
Role: Technical Support - Voice / Blended
Employment Type: Full Time, Permanent