Job Description

Company Name: VARITE India Private Limited
About The Client:
An American technological research and consulting firm based in Stamford, Connecticut that conducts research on technology and shares this research through private consulting, executive programs, and conferences. Its clients include large corporations, government agencies, technology companies, and investment firms.
The Client serves over 12,000 organizations in over 100 countries with an employee strength of 15,000.
About The Job:

• Responsible for providing phone and chat-based technical support for all Client applications and systems by identifying the issue(s), determining, and executing appropriate resolution or escalation, and communicating that resolution or escalation to the associate

Essential Job Functions:

• Act as the first point of contact for phone calls, chats, and emails from internal associates regarding IT & REWP issues and queries
• Log all phone calls, chats and emails in our call logging tool, updating with relevant information and escalate as necessary within SLAs and to Gartner standard
• Maintain accurate up-to-date status on all tickets
• Ensure that all associates have been properly communicated before closing a ticket request
• Provide first-line troubleshooting and resolutions upon initial contact, using our internal knowledge base & various tools
• Assist associates with installation, configuration and ongoing usability of system hardware and software
• Assist with mobile device issues (Apple, Android, Windows Phone - any others)
• Perform basic hardware troubleshooting remotely.
• Develop and maintain technical documentation knowledgebase for desktop hardware and software applications.
• Meet or exceed all Helpdesk metrics and process requirements (ticket management protocols, time tracking, communication requirements, etc.)
• Treat all customers with courtesy and professionalism
• Liaise with IT colleagues within Identity and Assess Management, Technical Support Specialists, Security, and other business units as required.
• Improve first call resolution with enhanced customer support experience with minimize DSATs (target -no DSATs)
• Provides good assistance to all Gartner associates, within defined SLA's
• Internal client satisfaction feedback is consistently good - high
• All tickets/request/calls/chats are correctly logged, assigned, communicated, and updated with relevant information and escalated as necessary within SLA's and to Gartner standards
• All Outages are logged, dealt with, escalated and communicated appropriately and in a timely manor
• Accurate technical knowledgebase, documentation, policies, and processes are maintained to a high level

Qualifications:

• Good communicator, able to clearly and correctly express complex technical concepts in English, both verbally and in writing to support a Global organization.
• Experience using help desk call logging system.
• Experience with standard Microsoft products and platforms.
• Understands basic networking concepts and troubleshooting.
• Good problem-solving skills.

Professional Experience

• Minimum 1-2 years of direct experience in the tech support role in Help Desk / Service Desk

Education

• Bachelor of Technology, or Science / Equivalent
• ITIL Certified (preferred)
• HDI Support Center Certified (Preferred)

Capable of working in 24 X 7 X 365 in a rotational shift environment How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit
Unlock Rewards: Refer Candidates and Earn.
If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the preferred candidate completes a three-month assignment with VARITE.
Experience Level Bonus Referral: 0-2 years INR 5,000
2-6 years INR 7,500
6+ years INR 10,000
About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.
Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status