Experience
2 to 5 years Client Locations
PuneSkills Required
Technical – Service Desk (Voice)
Job Description
Role Designation
Service Desk Specialist
Position Summary
Provide 1st level technical support, service restoration, fulfillment of service
request and advice to users ensuring the maximum availability, performance
and utilization of knowledge and information systems.
Follow a systematic, disciplined and analytical approach to problem solving
to meet set standards and agreed procedures. Executes transactions as per
prescribed timelines.
Required skill set
Analytical and Problem solving skills
∙Active listening and questioning, an eye for detail to determine the root
cause of the issue, to avoid repeat contacts and further effort to resolve
issues
∙Analytical problem solvers who will understand issues, evaluate
solutions and work with their colleagues to resolve issues
∙Problem solving skills and quick thinking to own & resolve issues
independently, thoroughly & efficiently
∙Display ownership and accountability
oQuickly build trust and confidence with customer
oOwn and resolve customer issues efficiently, effectively
and empathetically
Mandatory requirement for experienced candidates:
∙2- 5 years of work experience in Service Desk/ Tech support process
providing remote support for Laptops / Desktops / LAN Issues /
Application support/ Small Forms etc.
∙Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
∙Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS
Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business,
Microsoft Teams, SharePoint and OneDrive for Business
∙Experience of working within a busy ICT Service Desk environment,
showing experience of systems, support, diagnostic and resolution.
∙Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S,
Security, Encryptions
∙Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP,
OSI, Network devices and carriers.
∙Basic networking knowledge
Time Management Skills
∙Being proactive and show the utmost respect for customer’s time
∙Good time management, ensuring all contacts with customers add value
∙Ability to Multitask
Communication & Relationships Skills
∙To deliver a first line support service via the Service Desk, receiving
incidents and service requests from various routes including telephone,
web tickets, chat and e mail.
∙Offering advice to end users on all IT related areas. This will include
working as part of a team, in order to share knowledge and work
together to increase performance standards.
Skills & Knowledge
∙Communicate at all levels
∙Ability to work across organizational and professional boundaries
∙Excellent verbal and written communication skills
∙High level of interpersonal skills, including active listening and
understanding
∙Good organizational skills and ability to prioritize workloads.
∙Work to tight deadlines / service levels
∙Business etiquette
∙Broad knowledge of IT products, services and terminology
Aptitudes
∙Identification of problems and solutions
∙Analysis of data
∙Presentation of technical functionality to a non-technical audience
∙Working knowledge of MS Office products
∙General support knowledge of Operating systems across various
platforms, general productivity applications like MS outlook, MS excel,
Lotus Notes etc.
∙Ability to work as pat of a team or on own initiative.
∙Customer focused
∙Proactive
∙Self-Motivated
∙Patient
∙Innovative
∙Flexible
Job duties and responsibilities
• To improve user confidence in the user of computer software, being
empathetic to a variety of new and experienced learners needs.
• Help to implement and improve processes and procedures within the
team allowing strong service focused deliverables.