Information Technology Help Desk Analyst

3 days ago

Jūnāgadh, India BlackBeltHelp Full time

BlackBeltHelp, we operate from Gurugram, Sector 33, Infocity 2. Shift timings - Rotational Shifts. 5 Days Working. Title: IT Helpdesk Analyst Summary of Responsibilities: • Provide friendly, courteous, and quality support to all users. • Strive to meet or exceed all SLA goals. • Respond to incoming telephone calls, voicemail, web-submissions, emails, and/or chat for assistance from users experiencing problems. • Troubleshoot, analyze, resolve, track, escalate, and accurately document various technical problems (i.e., software, hardware, and client-specific applications) • Document customer requests in the appropriate issue tracking system. • Route tickets accurately to client-level support when needed. • Stay current on and adhere to established policies, procedures, and documentation • Be a subject matter expert in the full suite of supported client systems and processes Responsibilities by Function: • Excellent written and verbal communication skills. • Strong problem-solving skills and decision-making ability. • Effective listening and probing question skills. • Flexibility to accommodate Help Desks' hours of operation, 24 hours a day, seven days a week, including holidays. • Ability to learn and apply technical information in a fast-paced, demanding work environment. • Ability to follow policies and procedures; attention to detail. • Ability to handle a large call volume. • Strong enthusiasm and desire to learn. • Perform well in a team and as a team. • Self-motivation and organization. • Ability to multitask. Qualification: • Knowledge in Microsoft Outlook and/or Lotus Notes. • Knowledge in Windows XP+, Vista, 7, and Mac OSX Operating Systems. • Knowledge of Active Directory. • Strong customer service skills.

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