Service Desk Agent

Job Title: Systems Support Associate (Service Desk)

Location : Indore/Hyderabad

Position : Full Time

Work Mode : Work from Office

Required Experience : 3-5 years

Timings : Night shift with rotational week Offs

Job Summary:

We are looking for a Systems Support Associate on the Enterprise Service Desk.. In this role, you will act as the first point of contact responsible for providing level one remote customer support, respond to incoming calls/emails/chats and ITSM Tickets and provide resolution for Tier 1 issues. Scope includes technical support of desktop / laptop computers, applications, mobile phones, ancillary computer hardware, and printers. Responsible for basic account administration to address access issues for applications. This role will require flexibility to work designated hours based on business requirements at various company sites. Provide support for small projects that are limited in scope.

Roles and Responsibilities:

• Provide first level Call Centre support. Answer calls in a professional, courteous, and helpful manner following standard operating procedures.
• Receive and respond to incoming calls, IM chats, and/or e-mails regarding PC and/or hardware problems.
• Perform remote analysis, diagnosis of technology related problems. Analyst will provide resolution when possible or escalation when required.
• Follow all security guidelines and comply with all components of our privacy and security policies.
• Maintain up-to-date knowledge of business continuity and disaster recovery plans to ensure correct response in time of crisis.
• Accurately document all incidents and request in the incident management system. All quality and regulatory procedures and documentation requirements must be followed. Document end user identification information, including name, department, contact information, and nature of issue or request.
• Build rapport and elicit problem details from Service Desk customers.
• Prioritize and schedule workload to reduce resolution time for issue or requests.
• Resolve all routine problems, escalating only most serious issues to the senior Analysts or Level 2 support.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Performs related duties as assigned by supervisor.

Requirement:

• 3-5 years' experience in helpdesk environment supporting both hardware and software
• Experience with Windows 10, Office 365, and knowledge of Active Directory, and ITSM Ticketing Systems.
• Experience using Automatic Call Distribution (ACD) systems. InContact Contact Centre experience is a plus.
• Experience supporting desktops, laptops, and mobile devices
• Certification in ITIL or HDI is a bonus
• Experience working remotely and, in a team-oriented, collaborative environment.
• Home internet connection speed better that 50 Mbps. Ability to hardwire Ethernet connection to ISP Router.

Desired Skills:

• Knowledgeable and skilled in applying basic IT troubleshooting principles to address Tier 1 issues.
• Working knowledge of Windows 10 Operating System, Office 365, basic computer network operation, and basic Active Directory administration.
• Ability to learn the basics of Mortgage Origination or Mortgage Servicing business processes.
• Ability to gather and analyse basic facts and draw conclusions.
• Ability to communicate factual and procedural information clearly, orally and in writing.
• Good interpersonal skills, with a focus on rapport building, listening and questioning skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Good problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.

Education & Certifications:

Associate's degree or related job experience.