IT Helpdesk

Interested suitable candidates please be in touch with [email protected]

Job Title: Senior Associate -Help Desk

Roles in RIM Team

Act as point of contact for all technical related issues and requests for WAH users.

Provide technical assistance through TFN by understanding the issues to enable Service Delivery/ Support users into production.

Monitor and manage the WAH Queue and provide appropriate resolutions to maintain the agreed Service Level.

Provide response / resolution for escalated emails and P1 incidents

Priority should be provided for P1 & P2 incidents for WAH users

Escalate unresolved issues to higher-level support or specialized teams as necessary.

User Administration on Windows Active Directory and other internal applications for multi-tasking ability while handling customers on call and other modes of support.

Configuring and Troubleshooting on VPN/VDI/Softphone/Hard phone for a WAH users Handle calls & tickets within the defined SL.

Deliver SLAs based on ITIL standards adherence to their respective KRAs Document all customer interactions accurately in the ticketing system.

Efficient problem resolution and maximize the system availability

Maintain a positive attitude and always provide excellent customer service.

Education / Relevant Experience / Other Qualifications

Excellent communication Skills (Verbal and Written)

Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering is preferrable or any stream

Understanding the needs of both internal and external customers and be committed to delivering an excellent service.

Relevant call taking experience handling technical calls with the US customers for IT related support

Dedication and ownership of handling request/incidents till closure

Willing to work on different shifts and be assigned to other sites/location if required

Pre-requisites:

Any technical certification is preferred, with 2 – 3 years of Experience in a relevant field.

Communication should be excellent in voice / verbal as they handle US customers

Technical experience with Windows Operating Systems and basic Hardware & Networking knowledge Technical knowledge in Server/ Virtualization and other technical stream would be an added advantage.

Familiar with Remote Tools like Active Directory, RDP, LogMeIn, MSI, Power-shell script etc.;