Job Title:

Technical I, Global Service Desk (TCF)

Job Description

Client IT Helpdesk, VDI environment end to end troubleshooting over Chat.

Key responsibilities:

Coordinate as smart hands with different portfolio and engineering work groupsProvide telephony & chat support in performing installation and troubleshooting on Operating systems, soft-telephone, and applications.Perform hardware and software upgrades on desktops and laptopsAttend to break/fix engagement as required for technology related problems and issues for all P1/Sev1 incident Prepare, maintain and submit reports and applicable records of system inventory, ticket SLA etc Perform checks and ensure that antivirus definition, OS patches are updatedMonitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and emailParticipates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changesMaintains strong program knowledge base; basic understanding of client products, services and/or program strategiesReports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)

Desired Skills :

Hands on experience in VDI environment and troubleshooting skills, remote desktop supportHands on experience in Incident and Change managementExcellent voice/telephony skills, Good Written & Verbal Communication SkillsExcellent customer service skill and client management skillsWilling to work in 24/7 work environment, predominantly night shifts/US hours and ready to work from office.

Location:

IND Gurugram - Industrial Plot No. 243, 1st, 3rd, 4th, 5th & 7th Floors

Language Requirements:

Time Type:

Full time

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