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IT Help Desk Specialist

3.00 to 5.00 Years   Chennai   24 Jun, 2021
GP Strategies Corporation
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryEducation / Training
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

Essential Duties and Responsibilities

  • Acknowledge receipt of all user tickets within defined Service Level Agreements (SLAs).
  • Maintain defined Key Performance Indicator (KPI) levels.
  • Take phone calls from end users and 3 rd parties.
  • Log detailed descriptions of issues into the ServiceDesk ticket system.
  • Take ownership of tickets and manage them through to closure.
  • Communicate with users to collect information about problems; investigate user problems and identify their source; determine possible solutions; test and implement solutions.
  • Perform procedural IT related tasks such as unlocking user network accounts, resetting passwords, create user network accounts in AD and Exchange (O365), creating Skype for Business accounts.
  • Perform troubleshooting steps in order to resolve incidents raised with the Service Desk.
  • Work with corporate purchasing and accounting teams to ensure all required information is processed correctly
  • Ability to understand business requirements, and suggest IT solutions
  • Excellent customer service skills, at all levels from VIP Down
  • Self Starter, with good IT knowledge and ability to take on new solutions without guidance
  • Undertake adhoc project work when required.
  • Ability to work in high pressure environments, and to maintain a clear head and respond appropriately
  • Experience of working with difficult customers, within a policy driven environment
  • To participate in the staff development programme within the framework of IIP and within the agreed individual staff development plan.
  • To ensure that the Equal Opportunity, Health and Safety and Quality Procedures are adhered to within your area of responsibility and that any noncompliance is reported to the appropriate level of Management.
  • To ensure that the corporate values of the Company are actively promoted and implemented at all times.
  • To support a culture that promotes teamwork and discourages divisiveness at all organisational levels.
  • To communicate with internal and external agencies, staff, customers, management and peers in a manner appropriate to your position at all times and act in accordance with your confidentiality agreement with the company at all times.
  • To ensure that any defective equipment/building faults are reported promptly to your Manager.
  • This description is an outline of the main duties and responsibilities of the designated role but other duties may be assigned from time to time as the situation requires.
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Keyskills :
service deskservice levelhigh pressurecustomer servicestaff developmentexternal agenciesquality procedurescorporate purchasing

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