It Global Support/ Remote Support Job in Awc Software Pvt. Ltd.

Outline of Role:

The IT Service Desk Analyst will provide first-line technical support to internal staff across geographies. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of staff problems, which may range from straightforward to more complicated technical issues.

Responsibilities

• Act as a single point of contact for ticket resolution.
• Ability to understand the challenge and have visibility across functional teams and their POCs to coordinate and resolve the issue on priority.
• Reassignment count to be kept as low as possible and ensure only hardware-dependent requests are routed ahead.
• Responding to client support requests. Attend phone calls, emails, and tickets generated via internal tools from staff regarding IT issues and queries.
• 1st line support - troubleshooting of IT-related problems from in-house software and applications, such as Laptops, Desktop, applications like Oracle, time tracking and Printers etc.
• Troubleshooting on Microsoft and IOS platforms.
• Basic Mail server knowledge to create Distribution lists etc.
• Managing incidents including business expectations and communication.
• Receiving, logging, and managing calls from internal staff via telephone and email.
• Troubleshoot basic network issues such as IP conflict.
• Log all calls in the Service Desk Call Logging system.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles

Qualifications:

• An ITIL qualification is preferable but not essential
• B.Tech or other graduation in Information and technology degree is a must.

Requirements

• Excellent communication skills and telephone manners.
• Willingness to work in a 24/7 environment, with 60% or more being night shifts.
• Excellent organizational skills.
• IT Service Desk and/or Technical Call Centre experience required.
• Management experience Managing incidents including business expectations and communication.
• Strong knowledge of Microsoft based operating systems with an emphasis on Windows 7 and Office 2007
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)