Associate Consultant - IT Service desk

2-4 Years

ROLE AND RESPONSIBILITIES:

Primary contact point for end users via phone/Chat/self-service tickets.
Qualify and Open tickets for remediation of events.
Triage Tickets to respective teams.
Regular update and follow up on tickets in the queue
Follow up tickets till closure.
Ability to manage a variety of technically complicated tasks effectively
Experience in Remote support and troubleshooting skills.
Understanding of Basics Hardware accessories / devices and peripherals
Should be flexible for rotational shifts
Excellent oral and written communications skills
Exposure in practicing ITIL standards for Infrastructure management

DESIRABLE SKILLS:

Able to understand the email flow issues internal & external
End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc. ).
Demonstrate a high level of customer relationship skills which includes email etiquette.
Good Communication skills, follow up skills, Willingness to work in rotational shifts
Good Communication skills follow up skills, Willingness to work in rotational shifts.
Remote troubleshooting

PRIMARY SKILLS:

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Accountability:

• Takes ownership for and ensures accuracy of own work, meets deadlines, and asks questions about possible gaps to ensure clarity of ownership.

Agility:

• Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.

Collaboration:

• Participates in team activities and reaches out to others in team to achieve common goals.

Customer Focus:

• Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.

Communication:

• Effectively communicates in written and oral form, well-organized thoughts to others. Speaks openly and honestly with all employees.

Drives Results:

• Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets.