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L1 Technical Support Analyst

0.00 to 5.00 Years   Noida   04 Jun, 2022
CALLISTO SEARCH (OPC) PRIVATE LIMITED
Job LocationNoida
EducationNot Mentioned
SalaryRs 3.5 - 5 Lakh/Yr
IndustryIT - Hardware / Networking
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

    Key ResponsibilitiesThe requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.TheService Desk Analystis primarily responsible for:
    • Perform customer support to client via telephone, chat, email support or tickets.
    • Provide Level 1 triage and resolutions such as password resets and account unlock for reported incidents and requests.
    • Provide connectivity support for home users which includes network routers, broadband, cabling, Citrix, Virtual Technologies, and VPN
    • Address user tickets regarding hardware, software, and networking
    • Perform customer call backs as required
    • ProvidingApple, Windows, Chromebookdevice support over the phone.
    • Help resolve software and technical questions for the customer efficiently and effectively
    • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
    • Providing smartphone assistance for in home connectivity.
    • Assist users with set up of home equipment and provide troubleshooting assistance if needed.
    • Assisting with troubleshooting issues using remote management software.
    • Using specific tools to diagnose issues, make recommendations for resolution.
    • Using problem-solving and people skills to ensure swift resolutions to technical issues.
    • Testing, troubleshooting, and diagnosing computer error messages and failures.
    • Escalate issues to next level support if needed
    • Learn and become knowledgeable of customer products and services
    • Demonstrate effective soft skills, active listening skills and ability to empathize with customers situation
    • Effectively manage length of calls, handle time, and after call work.
    • Manage customer expectations regarding estimated response times for issue resolution.
    • Resolving the issues through Phone, chat and email communication channels.
    • Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
    • Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
    • Promote teamwork and contact center success
    • Providing 5-star customer service.
    We are seeking candidates with the following experience and skillsEDUCATION:
    • Associates Degree or equivalent experience in a similar service desk role.
    PREFERRED QUALIFICATIONS:
    • Experience working on a helpdesk/service desk handling tickets
    • Experience troubleshooting Desktop hardware and associated peripherals.
    • Proficiency in navigating accounts
    • Ability to resolve more complex support ticket requests
    • Ability to provide support to new team members
    • Effectively manage length of calls, handle time, and after call work.
    • Promote teamwork and contact center success.
    • Working knowledge of Apple, Windows, Chromebook hardware and software.
    • Working knowledge of Windows 7, 10, Microsoft Office 365
    • Experience with ServiceNow Ticketing System
    • Experience or certification with ITIL
    • Experience working in a fast-paced service desk
    • Strong ability to troubleshoot issues.
    • Strong communication skills.
    • Ability to multitask well

Keyskills :
helpdeskmacticketing toolstroubleshootingtechnicalvoice processservice desksoftware installationwindowssupport

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