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Senior Technical Support Executive

1.00 to 2.00 Years   Pune   13 Sep, 2022
AARVI IT SERVICES Hiring For Infosys
Job LocationPune
EducationNot Mentioned
SalaryRs 2.0 - 3.5 Lakh/Yr
IndustryBPO / Call Center
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

    12-18 months work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc. Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows) Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution. Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers. Basic networking knowledgeTo improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs. Help to implement and improve processes and procedures within the team allowing strong service focused deliverables. Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner. To participate in an on call rota, providing a 24 hours, first line support service to users. To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail. Update incidents with detailed and relevant information in a timely and effective manner; Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution; Escalate an incident or troubleshoot tickets according to the company escalation processes; Ensure Customer Service Level Agreements are met or exceeded; Respond to customer enquiries in a timely and efficient manner; Ensure appropriate documentation of the interaction on the customers account in the prescribed format Execute transactions as per prescribed guidelines and timelines Ensure customer/user confidentiality and data protection at all timesEducation and other requirement Experience (12-18 Months) Willingness to work in rotational shifts Experience of at least 12 18 months working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution. Understanding

Keyskills :
ictservice desk

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