Desktop Support Analyst

2 days ago

Hyderabad, Telangana, India Smartech Full time ₹ 40,00,000 - ₹ 60,00,000 per year


You will be contracting with Smartech and Reporting to Bell Techlogix
POSITION SUMMARY:   Performs service, repair and/or installation of computer products including system hardware, software, and PCs. Provides technical support to customers on operational or maintenance aspects of system equipment. Serves as customer contact on technical and service-related problems. Diagnoses mechanical, hardware, software and systems failures, using established procedures. Determines most cost-effective repair/resolution to minimize customer downtime. May involve use of problem management databases and help desk system.   LEVEL OVERVIEW The Analyst III Level works on assignments that are routine in nature where the scope of work is generally documented and defined. Repairs, installs, and tests complex computer system hardware or software. Requires a minimum of 5 years plus of related work experience, working and hands on knowledge of MS OS and MS Office Products, high school diploma, or technical training, or equivalent combination of education and technical experience. Expert knowledge and understanding of client environment of hardware and software.    PRINCIPAL DUTIES AND RESPONSIBILITIES ● Represents Bell Techlogix in a professional and businesslike manner and communicates effectively with customers and associates.  ● Interacts with customer responding to technical questions or requests for information. ● Processes timely and accurate information to ensure compliance with warranty requirements of vendors. ● Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns. ● Escalates problems and issues to a higher level of support. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction. ● Primarily provides Tier 2& 3 level support. ● Performs maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment and can train junior techs on these efforts. ● Performs computer hardware and software installations and can train junior techs on these efforts. ● Proficient in troubleshooting and repair of various manufacturers' laptops, desktops, printers and peripherals. ● Working Knowledge and hands on experience supporting handheld devices, iPhones, Blackberries etc. ● Be particularly sensitive to avoid violations of customer policies and procedures in the course of troubleshooting which would risk the integrity of customer's data. ● Document time and/ or trouble tickets and other administrative tasks. ● Resolve user requests or service through the customer's work order system if applicable ● Coordinate support across multiple departments to provide I.S. Maintenance. ● Coordinate effort with Team Lead and Supervisor ● Working knowledge of running Team reports

Working Place:

Hyderabad, TG, India

Department
:

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