is Hiring Service Desk Agents

5 days ago

Hyderabad, Telangana, India Genpact Full time ₹ 3,00,000 - ₹ 6,00,000 per year
  • Perform troubleshooting activities on operating systems and applications including, by way of examples but not limited to:

    o MS Operating Systems

    o Productivity Suites MS Office (earlier as well as later versions)

    o All commonly available "Off the Shelf" applications.

    o Handle tickets related to IE, Network, VPN and related issues.

    o Basic troubleshooting of PCs, printers, scanners and fax machines.

    o Troubleshoot incidents on mobile devices like Android and iPhone.

    o Comprehend the issue, search in Knowledge Management tool and communicate/narrate effectively.

    o Windows Live meetings
  • Facilitate Service Requests such as IMACs and dispatch to appropriate resolver group within the organization or a third-party vendor pursuant to the Standard Operating Procedures for resolution.
  • Prepare daily reports; enter tickets and/or update the Service Desk ticket tracking management software.
  • Interact with all the appropriate departments within IT in order to identify problems and/or restore the service.
  • Document and maintain IT Service Desk related Standard Operating Procedures.
  • Maintain the appropriate service level agreement (SLA) on all tickets.
  • Accurately classify and document incidents and service requests.
  • Monitor and address tickets coming through self-service portal.
  • Establish and maintain excellent rapport with external customers.
  • Identify and learn appropriate software/hardware used by the organization.
  • Provide end-to-end user support by following up with end user to confirm the ticket resolution/closure.
    • Service Desk experience in PC software and hardware support in a corporate environment.
  • Familiar with ITIL framework.
  • Experience of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10.
  • Expertise in Active Directory administration, including creation of domain/exchange accounts.
  • Excellent troubleshooting skills.
  • Good interpersonal skills and attention to customer service.
  • Ability to work effectively in a fast-paced environment.
  • Ability to communicate effectively.
  • Ability to effectively prioritize incidents and service requests.
  • Ability to work in flexible hours based on business demands – and on-call support in off business hours and on weekends, as necessary.

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