Desktop Support Specialist
2 weeks ago
Role: Desktop Support Engineer (Voice)
Exp range : 4 - 10 years
Locations: Chennai/Bangalore
JD:
- • Serving as the first point of contact for customers seeking technical assistance over the Phone & Self-Service tickets / Chat
- • Willing to work in night shifts over prolonged period
- • Excellent written & spoken communication skills
- • Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
- • Effectively manage length of calls, handle time, and after call work
- • Walk the customer through the problem-solving process
- • Determining the best solution based on the issue and details provided by customers
- • Provide accurate information on IT products or services
- Assisting users with password resets and account unlock for reported incidents and requests.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- System boot issues and Microsoft Office related issues
- Provide connectivity support for home users including network broadband, Virtual Technologies, and VPN
- Using specific tools to diagnose issues, make recommendations for resolution
- Placing corporate phone orders through authorized vendor portals
- Supporting hardware collection of terminated employees
- Providing support through the technologies such as Nexthink, Controlup and App Volume Manager
- Providing support to MacOs devices.
- Good working knowledge and experience in Active Directory (Add/Remove & Edit Users), Office 365, Jamf.
- Printer configuration and troubleshooting
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