Service Desk

1 month ago


Remote, India Smksoft Full time

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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