Service Desk Engineer

3 days ago

Chennai, Tamil Nadu, India Tata Consultancy Services Full time ₹ 5,00,000 - ₹ 10,00,000 per year

Role: Service Desk Engineer (Required 4-8 years experience)Location: Chennai only(Willing to work in night shifts over prolonged period Excellent written & spoken communication skills. Must be willing to work for Voice Processes. )Desired Competencies (Technical/Behavioral Competency) Must-Have

  • Serving as the first point of contact for customers seeking technical assistance over the Phone & Self-Service tickets / Chat
  • Willing to work in night shifts over prolonged period
  • Excellent written & spoken communication skills
  • Demonstrate effective soft skills, active listening skills and ability to empathize with customer's situation
  • Effectively manage length of calls, handle time, and after call work
  • Walk the customer through the problem-solving process
  • Determining the best solution based on the issue and details provided by customers
  • Provide accurate information on IT products or services
  • Good troubleshooting skills involving: O Assisting users with password resets and account unlock for reported incidents and requests.
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions

  • System boot issues and Microsoft Office related issues O Provide connectivity support for home users including network broadband, Virtual Technologies, and VPN o Providing support on technologies such as MFA, SCCM o Providing smartphone assistance for in home connectivity o Providing Apple, Android device support over the phone o Using specific tools to diagnose issues, make recommendations for resolution o Placing corporate phone orders through authorized vendor portals o Supporting hardware collection of terminated employees o Providing support through the technologies such as Nexthink, Controlup and App Volume Manager o Providing support to MacOs devices.

O Good working knowledge and experience in Active Directory (Add/Remove & Edit Users), Office 365, Jamf. O Printer configuration and troubleshooting o Creating and updating the Knowledge base articles for the infrastructure support.

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