Outpace Consulting Services Looking for Service Desk : International Support : L1 Support at Hyderabad, Telangana Full Time

We Are Hiring For Service Desk Role With Leading IT Company. (Immediate Joining to 30 Days)

Job Location : Hyderabad

Sal : 2.50 to 6.00 LPA

Please Call : Lerissa @ 9309326494,Susan@ 7722032762, Pearl @ 7798562517

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

View Contact Details

+

Salary:
2,50,000 – 6,00,000 P.A.

Industry:
BPO / Call Centre

Functional Area:
Customer Success, Service & Operations

Role Category:
Customer Success

Role:
Customer Success Associate

Employment Type:
Full Time, Permanent