It Help Desk Analyst

52 minutes ago

Gurgaon, Haryana, India ElevenX Capital Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Title: IT Helpdesk Analyst

Job Responsibilities :

  • Provide friendly, courteous, and quality support to all users.
  • Strive to meet or exceed all SLA goals.
  • Respond to incoming telephone calls, voicemail, web-submissions, emails and/or chat for assistance from users experiencing problems.
  • Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e. software, hardware and client specific applications)
  • Document customer requests in the appropriate issue tracking system.
  • Route tickets accurately to client level support when needed.
  • Stay current on and adhere to established policies, procedures and documentation
  • Be a subject matter expert in the full suite of supported client system and processes

KNOWLEDGE AND SKILL REQUIREMENTS

  • Excellent written and verbal communication skills.
  • Knowledge in Microsoft Office (i.e. Word, Excel, PowerPoint, Access)
  • Knowledge in Microsoft Outlook and/or Lotus Notes.
  • Knowledge in Windows XP+, Vista, 7 and Mac OSX Operating Systems.
  • Knowledge of Active Directory.
    • Strong customer service skills.
  • Strong problem solving skills and decision making ability.
  • Effective listening and probing question skills.
  • Ability to learn and apply technical information in a fast-paced, demanding work

    environment.
  • Ability to follow policies and procedures; attention to detail.
  • Ability to handle a large call volume.
  • Flexibility to accommodate Help Desks hours of operation, 24 hours a day, seven days-a-week, including holidays.
  • Strong enthusiasm and desire to learn.
  • Perform well in a team and as a team.
  • Self-motivation and organization.
  • Ability to multi-task.

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