IT SERVICE DESK
Gratitude IncIT SERVICE DESK
Job Description
Key Skills
8 candidate(s) have already applied for this Job. Apply now
DUTIES & RESPONSIBILITIES
Essential Responsibilities and Duties
• Provides First and second-line investigation and diagnosis
• Resolves and closes incidents/service requests as per Service desk procedures & allocated timelines
• Escalates unresolved incidents/service requests within agreed timescales
• Logs relevant incident/service request details per Service desk procedures
• Communicates with client regarding incident progress
• Ensures tickets are always updated until issues are resolved
• Managing, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person.
• Resolving technical issues quickly and efficiently
• Installing and configuring necessary software and meeting end-user needs
• Escalating any serious problems to relevant departments and teams
• Ensuring optimal network performance
• Performing system updates, tests, and maintenance to avoid service interruptions
• Monitoring and reporting service desk tickets
• Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems
• Producing user manuals and guidance for end-users
• Creates/maintains documentation on Back Desk
• Special events coverage
• Local network support and/or assists centralized Network team
• Hardware/software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshooting
• User account creation/deletion and file permissions
• Laptop / Desktop Backup management and maintenance
• Assist all Joiners, Movers and Leavers tasks in the respective site
• Involved in Stock and Asset Management activities and coordinate with Stock Management
Qualifications
• Bachelor's Degree or completed at least 2 years in college with no back subjects,
Associate Graduate, College Graduate
• At least 2-5 years of relevant ITSD experience is required
* One year BPO experience
• Experience in resolving tickets
• Ability to work independently and take initiative
• Strong communication skills, both written and oral
• Maintains strong attention to detail in high-pressure situations
• Willingness to work flexible hours when needed
• Immediate joiners are preferred
• Updated resume is required
Current and former employees of TCS should be rejected
Role
Customer Service Executive -Chat
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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