Service Desk Technician I
Job Summary:
The Service Desk Technician will be the first contact for customers to resolve their technical issues or to process their service requests. Problem resolution skills will be used in conjunction with outstanding communication skills to ensure the service provided to the customer will be done quickly, correctly, and pleasantly. The use of a ticketing system will be utilized to ensure proper documentation and communication ensues throughout the lifecycle of the issue with the customer.
Job Duties:
Works with internal and external customers to log, categorize and prioritize incoming Incidents or Service Requests received via phone, chat, email, or service portal. This would also include customer validation to ensure categorization, prioritization, and security.
Investigates and diagnoses issues for the customer using both internal and external knowledgebases as well as utilizing technical troubleshooting skills with the goal of first contact resolution.
Resolve incidents and service requests as soon as possible to attain the highest possible first contact resolution rate.
When the first contact resolution is not available, escalate to the appropriate team.
Recognition of patterns in incoming incidents to properly identify potential major incidents.
Clear verbal and written communication with customers to be able to properly troubleshoot and resolve issues in a friendly and efficient manner. Must also be able to educate customers on available tools such as self-service options, AI (Artificial Intelligence) bot, knowledgebase, and service portal when pertinent.
Functional Knowledge:
Requires analytic and problem-solving skills
Must be able to listen and communicate with a variety of technical and non-technical customers both verbally and in writing in a professional and friendly manner.
Ability to document work properly
Business awareness that can be used to work with other teams throughout the organization.
Ability to work in a fast-paced environment
Business Acumen:
Applies basic knowledge of business gained through formal education or related work experience
Leadership & Impact:
Help others as directed
Typically, works within standardized procedures to perform own work
Has limited impact within own discipline
Problem Solving:
Uses documented Service Desk procedures found in knowledgebase to solve common problems
Also brings previously attainted troubleshooting savviness to position to troubleshoot undocumented issues
Recognize patterns of issues
Interpersonal Skills:
Must be friendly and eager to work with customers and teammates.
Ability to be coached and follow guidelines from management.
Has the desire and ability to grow personal knowledge and efficiency rates
Education & Experience:
Formal training or certification in relevant field preferred
FTypically requires 0-2 years of related work experience
Process: International voice into Technical support Role : Process Associate (technical support engineer) Qualification : Only Graduates Skills : Excellent...
Apply For This JobWhat we are looking for Experience Range: 5-10 years Location:Chennai, Mumbai, Hyderabad, Gurgaon, Kolkata Must-Have: Experience with Windows 2003 –...
Apply For This JobFounded by Jamsetji Tata in 1868, the Tata group is a global enterprise headquartered in India. The group operates in...
Apply For This JobCompute & Management – Technical Support Engineer I – GS – Job DescriptionAre you passionate about learning new technology and...
Apply For This JobOur Company Changing the world through digital experiences is what Adobe’s all about. We give everyone-from emerging artists to global...
Apply For This JobGood knowledge of Computer Operations Working knowledge of MS Office – Excel, Word, Powerpoint Should be able to do basic...
Apply For This Job