IT Helpdesk Expert (Contractual Role)

IT Helpdesk Support Expert will be responsible for providing expert technical knowledge supporting Day to day issues reported by Global End users pertaining to endpoint devices and applications. The goal is to solve and troubleshoot technical issues and to increase the FCR and FLR.

Main Responsibilities & Tasks:

• IT Helpdesk Support Expert Level 1
• Provide continuous status information to ensure customer satisfaction.
• Initiate customer contact, escalate to appropriate parties and resolve incidents.
• Answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems.
• Respond to technical issues as they arise.
• Work with other Infrastructure and Operations teams to resolve customer issues.
• Keep 1st level agents abreast of the latest knowledge articles and technologies
• Maintaining staffing levels for offer peak performance over various time zones and Global regions.
• Recognize trends in tickets and alert upper management of potential major incidents or problems.

Qualification & Skills:

• At least 2 to 4 years of experience of handling Phone based IT Support team in reputed Call Center/BPO.
• Candidate should pose good communication skills in English
• Excellent call handling and customer service skills.
• Neutral Verbal English Communication skills.
• Experience with reputed ITSM (IT Service Management) Tool, preferably Service Now.
• Willingness to work in Shifts.
• Able to handle call in English from any country.Strong skills in Microsoft Office Suite (Microsoft Excel, Word, PowerPoint)
• ITIL Foundation certification is preferred
• Familiarity and experience in using an ITSM tool
• Effective written and verbal communication skills
• Fluent in English