Service Desk Associate

2 days ago

Pune, India Outpace Consulting Services Full time

We Are Hiring For** Service Desk** Role With Leading IT Company. (**Immediate Joining to 30 Days**)

**Job Location**: Pune

**Sal**: 2.50 to 6.00 LPA

**Language**: Proficient in English (Read + Write + Speak )

**Role purpose**:
Resolve End Users infra issues when they seek help from IT help desk through various mediums like calls, web, chat and Service Requests

**Roles and Responsibilities**
- Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
- Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
- Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
- Routes the enquiries to Resolver Groups as appropriate
- Re-routes misdirected calls
- Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
- Provides status and updates on tickets to authorized users
- Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
- Makes recommendations for updates to the KB database
- Adherence to policies and procedures, closure of open calls after resolution.
- 1-5 Yrs of experience in **Service Desk/International BPO/Technical Support**:

- Basic understanding of inter-relationship of software, hardware and communications Hardware trouble shooting skills Printer and Network issues
- Experience in PC Hardware configuration
- Experience supporting LANs, PC operating systems and desktop software
- Experience using a variety of PC software including Microsoft Office Suite,
- Knowledge and understanding of end user requirements
- Strong customer service orientation Self-Starter
- Good listening skills & Ability to analyze and solve technical problems
- Strong problem analysis, resolution, and writing skills
- Good interpersonal and communication skills Analytical skills excellent spoken and written communication skills

Mandatory Language Skill: Prior SD experience and excellent English speaking skills

Key Skills
- DNSDNS ServerService DeskDHCPDHCP Server
- TCSProtivitiHPNetwork SupportInfosysIBMTech MahindraDesktop EngineeringCapgeminiCognizantAccentureMS OutlookLaptop SupportLeidosAtosMS OfficeIOSSemi TechActive DirectoryDXCHCLXPDeloitte
- Skills highlighted with ‘‘ are preferred keyskills

Education
- UG:_Any Graduate

**Company Profile**:
Outpace Consulting Services

Leading IT Company
- Company Info
- X- View Contact Details+
- Contact Company:_Outpace Consulting Services

**Salary**:
2.5-6 Lacs P.A.

Industry:
BPO / Call Centre

Department:
Customer Success, Service & Operations

Role Category:
Voice / Blended

Role:
Technical Support - Voice / Blended

Employment Type:
Full Time, Permanent

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