Helpdesk Associate - ITIL

Service Desk Associate - EnglishIndia - Bengaluru, working from officeCompetitive Salary & Benefits Role Overview The Service Desk Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. Role Responsibilities Manages customer interactions & records reported issues in the ITSM Identifies issues, apply fixes and investigate root causes using internal instructions.Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mailScreens, refers and diagnoses internal inquiries and work requests relating to PC maintenanceParticipates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely mannerKey SkillsIdeally University education, preferably technical degree, or Microsoft certificationsAwareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applicationsExperience of providing Hybrid (Office and Remote) IT support is an advantageAbility to analyze and solve problems by investigating potential solutions using troubleshooting skillsGood communication and customer service skillsFluency in English languageFlexibility to work shifts if required

Benefits

Our people are the most critical component of our long-term success and their health and wellbeing are our priority.You will enjoy a comprehensive, locally competitive benefits packageWorking for a top 5 company in the industry worldwideCompany culture focused on the employee wellbeingThe opportunity to grow a career in Monitoring/InfrastructureLearning & Development platforms