It Global Support/ Remote Support Job in Awc Software Pvt. Ltd.
It Global Support/ Remote Support
Awc Software Pvt. Ltd.
4+ weeks ago
- New Delhi, NCT
- Not Disclosed
- Full-time
- Permanent
Job Summary
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)
Experience Required :
1 to 3 Year
Vacancy :
2 - 4 Hires
Similar Jobs for you
×
Help us improve TheIndiaJobs
Need Help? Contact us