IT Helpdesk Bangalore
- Trigent Software
- 0 - 3 years
- Hyderabad
- 3 years ago
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Job Description
Dear Candidate,
Greetings from Trigent Software !
Offered candidates will be deployed to one of our client's location.
JOB DESCRIPTION: IT Helpdesk
Category 1 Band 3 Without Prior Experience
- Graduate in any discipline (including engineering graduates)
No prior service desk experience or work experience is required
Should possess excellent English communication skills
Should possess basic IT skills/Trouble-shooting skills (No relevant certification necessary)
Category 2 Band 3 With Prior Experience
- Graduate in any discipline (including engineering graduates)
Experience up to 1 year in IT service desk
Experience of more than 1 year in ITES (e.g., Banking/Finance Customer Service, Collections, Outbound Calling, Front Office Customer Service etc)
Should possess excellent English communication skills
Should possess basic IT skills/Trouble-shooting skills (No relevant certification necessary)
Category 3 Band 4 With Prior Experience
- Graduate in any discipline (including engineering graduates)
Minimum experience needed is 1 year in IT service desk
Should possess excellent English communication skills
Should possess basic IT skills/Trouble-shooting skills (No relevant certification necessary)
About the Role:
- Perform initial problem determination (Level 1 support) with related hardware, software and services support
Provide technical advice / guidance / trouble shooting / support to B2B end users within specified SLAs
Handle service entitlement failures associated with requests for in-scope services
Assigning records to other support groups, as required.
Performing the role as the account's advocate when dealing with other support / resolver groups
Initiating service outage procedures as required
Action requests for password resets and manage the requests to satisfactory completion
Log all interactions with accuracy via established business processes and tools
Advise and guide the client regarding the use of a broad range of products, offerings, and services
Following a standard call flow and problem handing process
Identify, resolve, and close the issue or route the incident record to the appropriate level of support
Use technical resources and tools to support the client by answering questions and responding to client requirements
Utilize client products, technologies and industry services skills to identify issues which may be related to product installation, update, configuration, operations, or performance
Guide the client and advise on potential resolutions, implementation and play a key role in overall client satisfaction
Understand, adapt, and contribute to the improvement of various SLAs, SLOs and KPI's in line with the customer expectations
Manage and update inventory for software licences, hardware, and reporting
Mandatory Prerequisites:
- Is willing to work in a rotational shift environment depending on the Geo that the candidate is hired for. Example - EMEA / APAC / NA / Domestic.
- Is willing to work in an environment where he/she must communicate with the customers primarily over the phone and/or via chat and emails.
- Is willing to work from an office location in the city that the candidate is hired for which is NDA / GGN / HYD / BLR / Pune.
Is willing to make alternative transport arrangements outside of the 7 PM to 7 AM window where applicable
Does not plan to pursue full time higher education in the next 18 to 24 months
Does not have any long leave planned within six months of the hiring date
Understands and accepts that a job role change/promotion requires a minimum tenure of 18 months and is basis performance, and releasability to another role is dependent on the business requirements defined by the management and reporting manager.
Shift: Rotational shift including night (should be flexible)
Location: Bangalore
Shift time - Rotational Night Shift (US Shift)
Working days - 5 days
1 way cab provided
Please send CV if interested : ap*****k@tr****t.com
Regards
Aparna
Job Classification
Industry: IT Services & ConsultingFunctional Area: IT & Information Security,
Role Category: IT Support
Role: IT Support
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: MBA/PGDM in Any Specialization
Doctorate: Any Doctorate
Contact Details:
Company: Trigent Software LimitedAddress: No.49,1st Floor,Khanija Bhavana,Race Course Road,B, BANGALORE, Karnataka, India
Location(s): Hyderabad
Keyskills: it helpdesk Helpdesk Technical Helpdesk
Trigent Software
Trigent Software Limited is SEI CMM Level 4 and ISO 9001:2008 certified company. It provides an Offshore Software Development company with facilities in the United States and India with global client. Trigent is an early pioneer in IT outsourcing and offshore software development business. We enable...
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