British Orient

Essential Skills: Basic computer knowledge: Understanding of operating systems, software applications, and network basics. Problem-solving: Ability to diagnose issues, identify root causes, and implement effective solutions. Communication: Excellent verbal and written communication skills to effectively interact with users and document solutions. Customer service: A positive attitude and willingness to help users resolve their problems. Learning aptitude: A willingness to learn new technologies and processes. Education & Technical skills: Fresher roles typically require a bachelor's degree in computer science, IT, or a related field. A non-CS graduate may also require relevant IT certifications or IT-specific knowledge. Excellent verbal and written communication skills. IT certifications will be added advantage for non-CS graduates. Key Responsibilities: Troubleshooting: Troubleshooting involves a systematic process of identifying and resolving issues. It typically starts with understanding the problem, gathering information, forming hypotheses, and then testing and implementing solutions. A common approach includes defining the problem, collecting information, analyzing data, proposing solutions, implementing them, and verifying the resolution Customer Support :Providing assistance to Users via phone, email, or chat, answering questions, and guiding them through problem resolution • Documentation: Maintaining detailed records of technical issues, solutions, and user interactions. It includes CRM or a ticketing tool to log all queries • Escalation: Knowing when to escalate complex issues to senior support Team members or Supervisors. • Software Support: Detailed product knowledge will help us support all User queries. There are multiple software versions and applications through which we support end Users. Must be a certified IT Analyst to support End Users.