Helpdesk Senior Associate

Global End User Services

Requirements:

• Helpdesk Sr. Associate at Grade-5 position in Service Desk
• Must be a Graduate. B.Tech/B.E or any other technical degree preferred
• Good communication skills with minimum 1 year of international calling experience
• Good comprehension & writing skills.
• Must possess excellent customer handling skills
• Should be comfortable to work in rotational shift with 24x7 support window

Job description:

• Provide L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone only.
• Activities include recognition, research, isolation, resolution & follow up steps.
• Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure.
• Strong troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications etc.
• Sound knowledge of ITIL best practices around Incident & Request Management procedures.

2-3 years of industry experience. 12 months in the current grade is a mandate.