IT Support Executive
2 months ago
**Technical Knowledge**:
- Excellent understanding of operating systems (Windows, Linux).
- Knowledge of basic networking concepts (e.g., IP addressing, Domain Name System, Dynamic Host Configuration Protocol).
**Customer Service Skills**:
- Excellent communication skills (both verbal and written).
- Strong problem-solving abilities.
- Patience and empathy in dealing with customer issues.
- Ability to handle high-pressure situations calmly.
**Troubleshooting Skills**:
- Ability to follow standard procedures for incident management and service requests.
- Basic diagnostic skills to identify and resolve issues.
- Experience with ticketing systems.
**Time Management**:
- Efficient in managing multiple tasks and priorities.
- Punctuality and reliability in meeting SLAs.
**Documentation Skills**:
- Ability to maintain clear and accurate records of customer interactions and resolutions.
- Proficiency in creating and updating knowledge base articles.
**Key Responsibility Areas (KRA)**:
**Incident Management**:
- Receive and log customer queries and incidents.
- Perform initial analysis and troubleshooting.
- Escalate issues to higher support levels if necessary.
**Service Request Fulfillment**:
- Handle service requests such as password resets, software installations, and account setups.
- Ensure requests are completed within agreed SLAs.
**Customer Interaction**:
- Provide timely updates to customers on the status of their issues, and to handle basic queries and resolve straightforward issues.
- Ensure high levels of customer satisfaction through effective communication and resolution.
**Documentation and Reporting**:
- Maintain accurate records of incidents and service requests.
- Prepare regular reports on support activities and customer feedback.
**Continuous Improvement**:
- Contribute to the improvement of support processes and knowledge base.
- Participate in training and development activities to enhance skills.
**Job Types**: Full-time, Walk-In
Pay: From ₹25,000.00 per month
Shift:
- UK shift
Work Location: In person
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