IT Service Specialist

1 week ago

India beBeeService Full time ₹ 5,00,000 - ₹ 9,00,000
Job Opportunity

Overview

As a Service Desk Analyst, you will be responsible for delivering exceptional service and support to end-users using an online ticketing system. This role involves interacting with customers to provide information in response to inquiries, concerns, and requests about IT products and services.

Key Responsibilities:

  • Deliver customer-centric service by resolving issues related to application, infrastructure, use case, and software.
  • Interact with customers to provide accurate information and process requests in a timely manner.
  • Diagnose and resolve complex technical issues involving internet connectivity, email clients, browsers, and more.
  • Research required information using available resources and escalate priority issues to appropriate teams and resources when necessary.
  • Accurately process and record communication on the Service Desk ticket.
  • Offer alternative solutions to retain customers' and clients' business.
  • Organize thoughts and communicate verbal messages appropriate to listeners and situations.
  • Follow up timely and make callbacks as scheduled.
  • Stay current with system information, changes, and updates.
  • Progress team members' tickets during their absence or when progress is requested.

Requirements:

  • Demonstrated knowledge of customer service principles and practices.
  • Strong phone etiquette skills.
  • Effective listening skills.
  • Ability to speak and write clearly and accurately.
  • Multi-tasking capabilities.
  • Strong reasoning and analytical skills.
  • Knowledge of computer fundamentals, web applications, and troubleshooting skills.
  • Willingness to co-operate with others and work towards a common goal.
  • Demonstrated proficiency in grammar and typing skills.

Education and Experience:

  • Minimum Bachelor's degree or HSC diploma with equivalent relevant experience.
  • Strong computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.

Desired Skills and Experience:

  • One year of phone or email or chat support experience in IT Service Desk or Helpdesk or Technical Support or US customer support experience.
  • Work experience in the Pharma industry is a plus.

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