IT Service Desk Agent Ii

4 weeks ago

Chennai Tamil Nadu, India CBTS India Full time

**Job Purpose**:
The IT Service Desk Agent (Tier 1) is the first point of contact for end-users seeking technical assistance for IT-related concerns. This role is pivotal in ensuring users receive timely and effective support, thereby maintaining optimal business continuity and productivity.

**Essential Functions**:

- **Incident Management**:

- Provide first-level diagnosis and resolution of technical issues, aiming for first-contact resolution whenever possible.
- **User Communication**:

- Provide clear, concise, and timely communication to users about the status of their issues, ensuring they are kept informed throughout the resolution process.
- Escalate unresolved incidents to the appropriate support teams or individuals, providing detailed information about the issue and steps taken for resolution.
- **Documentation**:

- Accurately record and document all details of the incident, including troubleshooting steps taken, in the Service Desk system.
- Utilize and contribute to the knowledge base for troubleshooting and resolution.
- **Technical Support**:

- Assist users with basic hardware, software, and network-related issues.
- Reset passwords, configure systems, and guide users through step-by-step solutions in a clear and user-friendly manner.
- **Team Collaboration**:

- Collaborate with Tier 2 and Tier 3 support teams for issue escalation, ensuring efficient and effective handovers.
- Share insights and learnings with peers, fostering a collaborative team environment.
- **Continuous Improvement**:

- Provide feedback on recurring issues and suggest improvements to reduce incident volume.
- Participate in training and development sessions to enhance technical skills and improve service delivery.

**Education**:

- Four years of College resulting in a Bachelor's Degree or equivalent

**Certifications, Accreditations, Licenses**:

- N/A

**Experience**:

- 3-6 Years

**Special Knowledge, Skills, and Abilities**:

- Excellent verbal and written communication skills with a customer-first attitude. Provide Service Desk Services in English.
- Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field.
- 3 years of experience in a technical support or customer service role.
- Strong technical acumen with the ability to troubleshoot common hardware, software, and network issues.
- Ability to handle stressful situations with patience and professionalism.
- Proficient in using Service Desk software and tools.
- Basic knowledge of ITIL practices is a plus.
- Ability to work in rotational shifts to provide 24/7 support if required.
- For remote work scenarios, a reliable and fast internet connection is required to ensure seamless and effective service delivery.

**Supervisory Responsibility**:
This position does not have employee direct reports but does serve as a "lead" role for others doing similar work.

**Work Environment**:
The work is primarily performed in an office or remote environment.

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