SPECIALIST

Requisition Number

1401988BR

Job

Administrator

Experience

2.5-5 Years

Job Description (Posting).

Addressing User Tickets:Respond promptly to user queries related to hardware, software, and networking.Diagnose and resolve technical issues efficiently.Installation and Troubleshooting:Assist users in installing applications and setting up computer peripherals.Troubleshoot hardware and software problems effectively.Remote Troubleshooting:Utilize remote troubleshooting techniques to resolve issues.Provide clear instructions to users for problem resolution.Documentation and Reporting:Maintain detailed records of technical issues and their solutions.Follow up with clients to ensure system functionality.Gather customer feedback and identify potential product enhancements.Technical Support:Customize desktop applications to meet user needs.Collaborate with other support personnel to escalate unresolved issues.Requirements and Skills:Work Experience:Proven track record as a Desktop Support Engineer, Technical Support Engineer, or in a similar role.Technical Proficiency:Hands-on experience with Windows, Linux, and macOS environments.Familiarity with office automation products, computer peripherals (such as printers and scanners), and network security practices.Knowledge of anti-virus programs.Problem-Solving Skills:Excellent problem-solving abilities and multitasking skills.Customer-oriented attitude (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

Qualification

B-Tech

No. of Positions

1

Skill (Primary)

DWP-FSS-Desk Side Services

Employee Group

Business Line FT

Entity

INFRA

Expected Date of Closure

04-Jul-2024