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Project Role :
Project Role Description :
Management Level :12
Work Experience :1-2.5 years
Work location :Pune
Must Have Skills :Service Desk Management
Good To Have Skills :Service Desk Voice Support
Job Requirements :
Key Responsibilities : 1 L1 service desk Phone, email, Chat and SSP 2 Research and identify solutions to software and hardware issues 3 Diagnose and troubleshoot technical issues, including account setup and network configuration 4 Ask customers targeted questions to quickly understand the root of the problem 5 Track computer system issues through to resolution, within agreed time limits 6 Properly escalate unresolved issues to appropriate internal teams 7 Provide prompt and accurate feedback to customers
Technical Experience : 1 Customer ITSM tool ServiceNow 2 Amazon Connect 3 LogMeIn LMI Intel vPro EAM 4 ServiceNow KEDB 5 Incident management and usage of ticketing tools Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related troubleshooting skills 6 Hands-on experience with Windows/Linux/Mac OS environments
Professional Attributes : 1 Excellent communication skills 2 Excellent written communication skills with email etiquette 3 Good problem solving and analytical skills 4 Excellent customer service skill 5 Ability to remain calm and courteous while facing irate customer or managing back-to-back calls
Educational Qualification : Bachelors degree
Additional Information : Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
Employement Category:
Employement Type: Full time Industry: IT - Software Role Category: General / Other Software Functional Area: Not Applicable Role/Responsibilies: Req. for now Service Desk Management