Job description
Note – Optional work location- Cochin /Dubai
Roles/ responsibilities
· Serve as the first point of contact for customers seeking technical assistance over the phone or email
· Perform remote troubleshooting through diagnostic techniques and pertinent questions
· Determine the best solution based on the issue and details provided by customers
· Walk the customer through the problem-solving process
· Direct unresolved issues to the next level of support personnel
· Provide accurate information on IT products or services
· Record events and problems and their resolution in logs
· Follow-up and update customer about the support status and make record in ITIL tool
· Pass on any feedback or suggestions by customers to the appropriate internal team
· Identify and suggest possible improvements on procedures
Skills Required
· Good communication and time-management skills
· Hands on Experience in desktop support
· Proven experience as a helpdesk Engineer or other customer support role
· Good work experience on Windows and MAC systems and other IT peripherals
· Ability to work under pressure and prioritize tasks based on urgency and importance.
· Motivation to learn new skills and technologies.
· Critical thinker and problem-solving skills
· Degree in Information Technology, Computer Science or equivalent
· Experience is any ITIL tool is a plus
Job Type: Full-time
Job Type: Full-time
Ability to commute/relocate:
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