Position Summary:

Executes transactions as per prescribed timelines

Performs Initial troubleshooting to identify root cause and provides resolution to customer

Reviews ,validates inputs from process executives and assist them to execute transactions without errors

Provides remote assistance to End Users (phone, email, chat and other channels)

Required Skill Set:

1 - 2 years of experience in customer service or service desk processes

Any prior experience in product support involving technical and billing support processes or experience in service desk accounts

Excellent communication skills – C1 equivalent proficiency

Displays excellent customer service skills and capabilities

Good presentation skills and client Interfacing capabilities

Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects

Confidently communicates current performance and improvement ideas with client

Technical Skills

Knowledge of relevant applications and tools specific to Service Desk.

Knowledge and hands on experience of Microsoft office tools such as excel, word and PPT

Hardware infrastructure, data network remote support for Laptops, Desktops, LAN issues, Printer configuration etc.

Wireless connectivity, email and printing related requests

Requests for password resets, account privilege ,user account activation, suspension ,termination, installation and MACD requests

Issues for Internet related applications such as email clients and web browsers and Office Suites such as Microsoft O365. Chrome, Gmail, Hangouts etc.

Mobile devices such as IOS, Android and Chromebook devices

Technical knowledge/expertise to support technical help related queries and trouble shooting.

Technical/troubleshooting knowledge of mobile operating systems (iOS, Android, Windows.

Experience in a L1 service desk/ tech support process providing remote support for Laptops / Desktops / LAN Issues / Printer Configuration etc.

Language:

English proficient

Job duties and responsibilities:

Provide Remote Assistance to End Users (Phone, Email, Chat and Self-Service)

-Software installation and configuration

-Provide technical troubleshooting to the issues reported by the end users.

-Access management activities

-Register calls and chats in the ticketing tool system.

Follow up to all the tickets assigned until its closure.

Education and other requirement:

Graduate

Willingness to work in rotational shifts