Information Technology Help Desk Analyst

BlackBeltHelp, we operate from Gurugram, Sector 33, Infocity 2.

Shift timings - Rotational Shifts. 5 Days Working.

Title: IT Helpdesk Analyst

Summary of Responsibilities:

• Provide friendly, courteous, and quality support to all users.

• Strive to meet or exceed all SLA goals.

• Respond to incoming telephone calls, voicemail, web-submissions, emails, and/or chat for assistance from users experiencing problems.

• Troubleshoot, analyze, resolve, track, escalate, and accurately document various technical problems (i.e., software, hardware, and client-specific applications)

• Document customer requests in the appropriate issue tracking system.

• Route tickets accurately to client-level support when needed.

• Stay current on and adhere to established policies, procedures, and documentation

• Be a subject matter expert in the full suite of supported client systems and processes

Responsibilities by Function:

• Excellent written and verbal communication skills.

• Strong problem-solving skills and decision-making ability.

• Effective listening and probing question skills.

• Flexibility to accommodate Help Desks' hours of operation, 24 hours a day, seven days a week, including holidays.

• Ability to learn and apply technical information in a fast-paced, demanding work environment.

• Ability to follow policies and procedures; attention to detail.

• Ability to handle a large call volume.

• Strong enthusiasm and desire to learn.

• Perform well in a team and as a team.

• Self-motivation and organization.

• Ability to multitask.

Qualification:

• Knowledge in Microsoft Outlook and/or Lotus Notes.

• Knowledge in Windows XP+, Vista, 7, and Mac OSX Operating Systems.

• Knowledge of Active Directory.

• Strong customer service skills.