Service Desk Specialist

Responsibilities

● Responsible for responding to customer requests, including but not limited to, answering calls via a phone queue, customer emails, chat support requests and providing after hours on call support for troubleshooting technical issues.

● Support end-user devices/peripherals, including but not limited to computer hardware, operating systems, communications, software applications, data processing and security.

● Support activities include supporting end-users accepting IT break-fix requests from customers across multiple entry points, providing IT break/fix issue resolution or escalation of the issue to the appropriate team.

● First line help desk; resolve basic level 1 and some level 2 issues including remotely troubleshooting issues relating to hardware and software (typically Windows, Mac OS, Apple, Google for Work, Android Phone Support, MDM, AirWatch etc.)

● Exposure to retail industry devices such as Point-of-Sale devices, Zebra devices, switches, routers printers, other store equipment devices is preferred.

● Perform post-resolution follow-ups to help requests or incidents.

● Research issues and resolves technical problems.

● Creating/updating knowledge articles and support processes functions

Qualifications

● Experience – Min. 6 Month to 1 Year (Mandatory) and 1 to 2 Years (Preferred)

● Written and verbal communication skills.

● Exceptional ability to multitask.

● Exceptional ability to adapt and learn new platforms and skills on the fly.

● Exceptional sense of urgency

● Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

● Ability to work under pressure involves dealing with constraints which are often outside of your control - these might be resource or time constraints, the difficulty of the task or having insufficient knowledge required to complete the task, or unforeseen changes or problems.

● Good to have - Experience using and proficient in Apple hardware, Mac OS, Google (G-Suite), Windows and Office365

● Good to have – ITIL Knowledge

● Graduate from an accredited institution or Under-graduate with relevant technical experience

● Previous customer/technical support or technology experience

Salary: 3.5 to 6 LPA

Location: Hyderabad

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