Tech Engineer- Service desk

We are hiring for Specialist Tech Engineer- Service desk.

• Location: Pune

• Experience: 4 yrs.

• CTC: Upto 10 Lpa

Job Summary:

Candidates with a minimum 4-5 years of Service Desk experience Those with technical knowledge and Remote Desktop Management with excellent English speaking skills and willing to work in rotational shifts.

• Effective Business Communication

• Communication in neutral accent over phone

• Operating the computer, OS and Knowledge base navigation

• Use of Ticketing tool

• Account Management / Password reset

• Active listening and probing skills

• Level 1 and 1.5 technical troubleshooting

• Analytical skills

• Remote desktop skills

Years of Experience Needed:

Candidates with a minimum 4-5 years of Service Desk experience.

Technical Skills

• Experience in a large organization call handling, knowledge navigation, troubleshooting on a large-scale help desk environment

• Working knowledge of ITIL methodologies, such as Incident, Request& Problem management

• Working technical knowledge of current protocols, operating systems, and standards.

• Knowledge of all software applications used within the organization

• Able to operate effectively in a team environment with both technical and non-technical team members

• Able to operate with minimal supervision

• Able to manage time effectively, set priorities appropriately and holding accountability.

• Able to operate within customer standard operating procedures

• Hardware knowledge for Desktop & Laptop, with Windows OS ver 10

• Knowledge in Office 365

• Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLAs

• Record interaction using ticket tool with proper classification

• Perform account unlock/password reset as per defined process

• Dispatch tickets to support groups post gathering required information

• Refer Knowledge base and perform troubleshooting as per defined process

• Follow up and closure of incidents to ensure customer satisfaction

• Diagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents

• Excellent verbal and written communication skill in English Languages

• Self-motivating, proactive and a team player

• Able to operate effectively in a team environment with both technical and non-technical team members

• Effective communication with excellent probing skills

Non-Technical Skill:

• Address user tickets regarding hardware, software and networking

• Walk customers through installing applications and computer peripherals

• Ask targeted questions to diagnose problems

• Guide users with simple, step-by-step instructions

• Conduct remote troubleshooting

• Customize desktop applications to meet user needs

• Record technical issues and solutions in logs

• Direct unresolved issues to the next level of support personnel

• Good in communication

• Positive energy

• Positive attitude

• Self-learner

Certification:

• Good if Any

INTERVIEW PROCEDURE: VIRTUAL INTERVIEW.

Helpline Number

Rida : 7737776999

To apply: rida

Refer your Friends- Help Us Catch A Rising Star!

To know more about job openings please visit @ www.conversejob.com

All the Best,

Converse Hiring Team.

KeySkills

active directory, BPO, Desktop support, Incident Management, International Voice, International Voice Call, it helpdesk, ITIL, service desk, Service now, Tech Support, Technical Support, TROUBLE SHOOTING, Troubleshooting, TSE, TSR, Voice Functional Area Technical Support / Helpdesk

Industries:Accounting, Information Technology & Services, Mechanical Or Industrial Engineering