Technical Support Specialist

7 days ago

Gurgaon, Haryana, India beBeeServiceDesk Full time
Job Overview:

We are seeking a skilled and proactive professional to join our team as a Service Desk Analyst. As the primary point of contact for B2B users, you will be responsible for providing effective troubleshooting and resolution of end-user issues, ensuring adherence to service desk objectives and delivering an excellent customer experience.

Key Responsibilities:
  • User Support & Issue Resolution
  • Act as the primary contact for user support via calls, portals, emails, and chat.
  • Respond to and resolve queries related to commonly-used software, hardware, and other equipment.
  • Accurately log and track all service desk tickets in the defined software.
  • Ensure compliance with SLAs, TAT, and scorecard metrics as per the agreement.
  • Escalar unresolved issues in accordance with the helpdesk policies and framework.

Monitoring & Reporting

  • Maintain regular MIS and resolution logs for all queries raised.
  • Record events, problems, and resolutions in detailed logs.
  • Follow up with users to ensure issues are resolved to their satisfaction.
  • Share feedback, suggestions, or escalations with internal teams for continuous improvement.

Process Improvement

  • Identify and suggest enhancements to service desk processes and procedures.
  • Provide regular reporting and updates to the Team Lead and Core Service Delivery Team.
Required Skills and Qualifications:
  • Previous experience in a service desk or customer support role is preferred.
  • Proficiency in troubleshooting software, hardware, and other IT systems.
  • Excellent communication and interpersonal skills.
  • Ability to multitask and prioritize effectively in a fast-paced environment.
Benefits:
  • Competitive compensation package.
  • Opportunities for career growth and professional development.
  • A dynamic and supportive work environment.
Others:
  • Adherence to TAT and SLA metrics as per the agreement.
  • Minimal client escalations and a high level of customer satisfaction.
  • Accurate and timely documentation and reporting.

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