Zones - L1 Service Desk Analyst - Ticketing System

2 weeks ago

Bengaluru, Karnataka, India Zones, LLC Full time

Position Overview :

To provide technical support & assistance to customers remotely.

To ensure client satisfaction and ability to resolve customer issues at first contact.

Must have good technical knowledge and an ability to communicate effectively to understand the problem, empathize and provide a solution at the earliest.

To ensure user queries or issues are captured, validated, and triaged for further processing.

To ensure various types of information or updates are communicated to users through appropriate channels.

What you'll do as the (L1- Service Desk) :

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- Serve as the first point of contact for customers seeking technical assistance through various channels like phone, chat & email.

- Experience in Core IT Support, Addressing Clients Worldwide (24-7).

- Experience troubleshooting and configuring desktop hardware and associated peripherals.

- Ability to work in a team environment and communicate effectively through chat systems (e.g Microsoft teams, Skype)

- Working knowledge of computer operating systems (Windows), hardware diagnosis/set up, and software installation/troubleshooting.

- Experience working in a fast-paced environment.

- Strong customer service experience.

- Excellent communication skills is must.

- Ability to multitask well.

- Real time Ticket creation and documentation.

- Ability to perform tasks within SLAs.

- Perform remote troubleshooting through diagnostic techniques and pertinent questions.

- Determine the best solution based on the SOP's / KB's related to the issue and the relevant details provided by customers.

- Walk the customer through the problem-solving process.

- Escalate unresolved issues to the next level of support personnel.

- Provide accurate information on IT products or services.

- Record events and problems and their resolution in logs.

- Follow-up and update customer status and information

- Pass on any feedback or suggestions from customers to the appropriate internal team.

- Identify and suggest possible improvements to procedures & KB articles.

- Good understanding of computer systems, mobile devices, and other tech products

- Ability to diagnose and resolve basic technical issues faster.

- 24/7 rotational shift.

What you will bring to the team :

Education - Bsc (IT, Computer) or B.Tech/ BE, BCA, M.Tech, MCA, Msc (Computer)

(ref:hirist.tech)

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