Information Technology Service Desk Job in @ Hexaware Technologies

Job Description

Job Description: Experience Minimum 2 to 3 years of experience in handling calls/emails in an international help desk is a must. Good understanding and hands-on experience with the Incident Management process, including prioritization and categorization of incidents, is important. Skills Required Excellent Communication Skills: Proficient in both spoken and written communication. Handling Voice Calls: Experience in managing and resolving issues through voice calls. ITIL Process: Knowledge of Incident Management and Service Request fulfillment. Documentation: Ability to document technical details, process updates, ticket status, and other relevant information as suggested by the Quality Lead. Incident Management: Monitor the Incident Management queue, assign/reassign tickets, and follow up as per standard procedures. Service Request Execution: Experience in executing service requests raised in the ticketing tool according to SOPs provided to the team. Basic Troubleshooting: L1 level troubleshooting of issues related to desktop, network, printer, Active Directory, O365, Lotus Notes, and email. Proactive Problem Management: An added advantage. SLA Tracking: Track incidents/service requests/problem tickets to ensure resolution within SLA, escalate unresolved issues as per the escalation mechanism, analyze ticket trends, and provide reports with improvement actions. Remote Desktop Support: Use Remote Desktop to assist end-users as required. Analytical Skills: Ability to understand end-users technical requirements, solid troubleshooting, problem-solving, and analytical skills. Customer Service: Excellent proactive verbal skills and communication skills. Rotational Shifts: Willingness to work in a rotational shift 247365.,

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   ITIL Process Documentation Incident Management Remote Desktop Support Analytical Skills Customer Service