IT Support Analyst I-1 - Mumbai - Ncr @ NCR Corporation

PRIMARY RESPONSIBILITIES

• Level 1 support for PC client issues e.g. desktop/laptop hardware, software, OS, printers, etc.
• Provide information on IT processes, general how-to queries and known outages. When a problem is reported, the Help Desk Analyst must analyze the symptoms, determine the root cause, review Knowledge Base instructions, provide resolution and document the relevant details.
• Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets.
• Follow-up with Level 2 support teams for timely completion of tasks.
• Co-ordinate with third-party vendors like Dell and Canon for hardware issues.

:

• Thorough knowledge of Windows 10 Operating System.
• Good working knowledge of Windows, MS Office & internet technologies.
• Basic networking concepts, troubleshooting LAN/remote access problems.
• Expertise in configuring and troubleshooting Office365, MS Outlook 2016 or later
• Ability and willingness to learn quickly, keep knowledge current.

EDUCATION & WORK HISTORY:

• Minimum qualification: HSC (Grade 12).
• Technical diploma is preferred, but not mandatory.
• Minimum six months experience in a technical support role.
• Candidates with prior experience in a technical, voice-based process will be given priority

COMMUNICATION SKILLS:

• High proficiency in English grammar, vocabulary and sentence structure.
• Fluency in speech - Ability to hold a conversation with ease and minimal use of fillers.
• Clarity in speech - Neutral accent, appropriate rate of speech, pleasant voice and confident tone.
• Listening skills - Comprehend what is said, respond appropriately without interrupting the speaker.

OTHER ESSENTIAL SKILLS:

• Telephone etiquette - basic call handling skills.
• Customer service skills (persuasion, empathy, helpfulness & positive attitude) Good business communication skills (e-mail)