Helpdesk Specialist
Posted on: 2016-10-26
Job Function Role : Help Desk - Hardware and Software
Industry : IT - Software
Job Registration No : LCS1887775
Job Location : Chennai
Selection Process : Technical Test,
Do you Need Back Log Allowed : NO
Do you Need Travell Required : No
Do you Need Bond : No
Do you Need InnRotation Shift : Yes
Job Responsibilities:
• Provide first level contact and convey resolutions to customer issues to the end user’s satisfaction. • Utilize excellent customer service skills and exceed customers’ expectations • Record, Address, Track and Resolve incidents and requests raised by the end users through Helpdesk System (Service now), E-mails, Direct calls/ chats and walk-ins. • Diagnose and resolve technical hardware and software issues and escalate unresolved queries to next level of support. • Create a positive end user experience and build strong relationships by understanding the issue, ensuring timely resolution, communicating promptly on progress, with a consummately professional attitude. • Route incidents or requests to appropriate IT resource and effectively coordinate problem resolution and communication to the end user. • Identify and escalate issues that need urgent attention and follow up promptly. • Stay current with changes and updates in the supported application(s) functionalities, features and enhancements. • Follow up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the end user communication is complete. • Document resolutions and keep the knowledge base up-to-date. • Adhere to and support defined ITIL standards, policies, procedures and follow best practices. • Prepare appropriate reports from Service now for the management to take informed decision. • Inform management of recurring problems. • Be a very good team player and exhibit a passion for self-growth as well as growth of the company.