Full Job Description
Voice Support, Chat Support and Email technical Support to ensure closure as per ITIL Incident Management process.
Follow-up/ update ticket for every call to ensure timely closure.
Call ownership, drive to resolution and communication with customer.
Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
Proactive monitoring & Perform documented Escalation process.
Troubleshooting on Application Support (Off Shelf or Customized)
Troubleshooting on VPN software and Collaboration tools
Troubleshooting on application support or Password Reset on Remote-Control tools.
Troubleshooting of MS Windows & Office, Desktops, Laptops Peripherals and Networking
Keep Users regularly updated with Alerts advising of any new or changed information.
Be willing to take on additional responsibilities and learning opportunities as they come up.
Bachelor’s Degree, or equivalent experience
3 + years of technical support experience with an IT Service Desk or Application Support
1 -2 years’ experience working with Microsoft products including Windows 10, Office and Outlook.
Excellent customer management and service skills; interpersonal skills; analytical and problem-solving skills
Experience in issue resolution and troubleshooting.
Experience in ServiceNow, BMC Remedy, BMC Helix.
Willingness to work in EU shift.
Excellent written, oral and verbal communication skills in English.
Job Type: Full Time Employee
Job Location: Vadodara
Designation: IT Servicedesk Technician
Required joining date: As soon as possible
Compensation: Best in the Industry
Work Experience: 3+ years