Service Desk
1 month ago
We are a tier 1.5 inbound Service Desk. This means we do more troubleshooting and have a higher first call resolve percentage than most Call Center Help Desks. Basic knowledge and troubleshooting are required as listed below to be successful in this role.
**EXPECTED SKILL**:
The following skills have a:
- Required 3 years of experience
- Desired 5 years of experience
**1. Virtual Workplace**
When working virtually here are the expectations:
- You have a professional environment; not distracting, noisy, call center ready.
- Required to connect directly to a router/modem (No wifi).
- ISP provides stable connectivity (No mifi).
**2. Customer Service**
Understands standard call control techniques and soft skills that promote customer satisfaction while meeting production goals. Must speak fluent English.
**3. ITSM Ticketing Tools**
NFCU uses ServiceNow for catalog requests and incident management records. Ability to properly document and process different record types.
**4. Major Incident (Outages)**
Able to quickly identify incidents impacting multiple people, services or members, and to report effectively on the conditions in an accurate manner.
**5. Password Resets**
Will be required to manage 10 different personal password accounts with different expirations and policy requirements used to reset customers passwords upon request.
**6. Active Directory**
primary authentication technology. Should have a good understanding of authentication, complex password policies and member groups.
**7. Knowledge Management**
Our environment is fast paced and requires individuals who are self-sufficient in using available resources, like a knowledge base, to be successful. Must be capable of using effective search criteria, follow instructions listed in knowledge articles, compare multiple results with a limited need of assistance.
**8. Desktop/Laptop Troubleshooting**
This includes troubleshooting components like hardware (PC, monitor, phones, printers, etc.), client software (process ending, setting changes, uninstall/reinstall), and web browsers (clearing cache, policy updates, settings)
**9. Remote Troubleshooting**
The ability to remote into a workstation and take control to perform diagnostic and troubleshooting steps.
**10. Telework Troubleshooting**
A combination of troubleshooting internet, teleworker equipment, VPN sessions and 2FA for a population of over 10k customers. Knowledgeable in troubleshooting basic network connectivity.
**11. Mobile Devices**
client uses both iPhones and iPads that will require updates and authentication support.
Key points:
- Agents will be shipped Wyse terminal computers and two monitors. We do not issue Laptops
- Will need two ports on the router to connect both the Wyse Terminal and Phone.
Pay: ₹50,000.00 - ₹70,000.00 per year
Day range:
- Monday to Friday
Shift:
- Morning shift
**Education**:
- Bachelor's (preferred)
**Experience**:
- ITSM Ticketing Tools: 4 years (preferred)
- Troubleshooting: 7 years (preferred)
Work Location: Remote
Expected Start Date: 28/03/2023
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