Service Desk Agent

4 weeks ago

Noida, India Tata Consultancy Services Full time
Service Desk Agent

Skill Set:

· 2-3 years of experience as a Help Desk Technician or other customer support role

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

· Strong problem-solving abilities with Ability to diagnose and resolve basic technical issues.

· Strong oral and written communication skills, with the ability to effectively communicate to a variety of audiences.

Job Description / Responsibilities:

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.

Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities

§ Serving as the first point of contact for customers seeking technical assistance over the phone Chat or email.

§ Performing remote troubleshooting through diagnostic techniques and pertinent questions

§ Walk the customer through the problem-solving process.

§ Direct unresolved issues to the next level of support personnel

§ Provide accurate information on IT products or services.

§ Respond to email messages for customers seeking help.

§ 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.

§ Install, modify, and repair computer hardware and software.

§ Determining the best solution based on the issue and details provided by customer

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