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Help Desk Consultant

1 - 6 years

0 Lacs

pune maharashtra

Posted:2 weeks ago| Platform: Shine logo

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Skills Required

technical support hardware troubleshooting software troubleshooting network troubleshooting customer service documentation escalation management collaboration process improvement excellent communication skills advanced troubleshooting technical expertise training support

Work Mode

On-site

Job Type

Full Time

Job Description

As a Consultant Helpdesk at our Pune location, with 1-6 years of experience, you will play a crucial role in providing technical support and assistance to users. Your primary responsibilities will include serving as the initial point of contact for users facing hardware, software, and network-related issues, performing basic troubleshooting, documenting user interactions, and escalating complex problems to higher-level support teams when necessary. Your key responsibilities will include identifying and resolving technical difficulties faced by users, troubleshooting common problems like password resets and connectivity issues, accurately documenting user interactions in the ticketing system, and escalating complex issues to the appropriate support team. Additionally, you will be expected to provide excellent customer service by effectively communicating with users and empathetically addressing their concerns. As part of the Helpdesk L1.5 team, you will also be responsible for handling escalated issues that require advanced troubleshooting skills, utilizing specialized knowledge to resolve complex technical problems, collaborating with other IT teams for issue resolution, contributing to process improvement initiatives, and assisting in training L1 staff on new technologies and troubleshooting techniques. We are looking for candidates with a degree in information technology or a related field, along with previous experience in a helpdesk or technical support role. Strong communication, problem-solving, and organizational skills are essential for this role, and familiarity with ticketing systems and remote support tools would be advantageous. If you are an immediate joiner with excellent communication skills and the ability to provide top-notch technical support, we encourage you to share your resume with us at nsenthil.kumar@genpact.com with the subject "Technical Associate Helpdesk" and your notice period.,

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