IT Support Executive

2 days ago

Gautam Budh Nagar, India Winet Infratel Full time

**Technical Knowledge**:

- Excellent understanding of operating systems (Windows, Linux).
- Knowledge of basic networking concepts (e.g., IP addressing, Domain Name System, Dynamic Host Configuration Protocol).

**Customer Service Skills**:

- Excellent communication skills (both verbal and written).
- Strong problem-solving abilities.
- Patience and empathy in dealing with customer issues.
- Ability to handle high-pressure situations calmly.

**Troubleshooting Skills**:

- Ability to follow standard procedures for incident management and service requests.
- Basic diagnostic skills to identify and resolve issues.
- Experience with ticketing systems.

**Time Management**:

- Efficient in managing multiple tasks and priorities.
- Punctuality and reliability in meeting SLAs.

**Documentation Skills**:

- Ability to maintain clear and accurate records of customer interactions and resolutions.
- Proficiency in creating and updating knowledge base articles.

**Key Responsibility Areas (KRA)**:
**Incident Management**:

- Receive and log customer queries and incidents.
- Perform initial analysis and troubleshooting.
- Escalate issues to higher support levels if necessary.

**Service Request Fulfillment**:

- Handle service requests such as password resets, software installations, and account setups.
- Ensure requests are completed within agreed SLAs.

**Customer Interaction**:

- Provide timely updates to customers on the status of their issues, and to handle basic queries and resolve straightforward issues.
- Ensure high levels of customer satisfaction through effective communication and resolution.

**Documentation and Reporting**:

- Maintain accurate records of incidents and service requests.
- Prepare regular reports on support activities and customer feedback.

**Continuous Improvement**:

- Contribute to the improvement of support processes and knowledge base.
- Participate in training and development activities to enhance skills.

**Job Types**: Full-time, Walk-In

Pay: From ₹25,000.00 per month

Shift:

- UK shift

Work Location: In person

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