IT Servicedesk / Helpdesk

Job Responsibilities:

  • 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.

Skills Required:

  • 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 Location: Vadodara
Positions: 1
Required joining date: As soon as possible
Compensation: Best in the Industry
Work Experience: 3+ years

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