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Service Desk - Tech Lead

Service Desk - Tech Lead

Cognizant

3 - 5 years

15 - 25 Lacs

hyderabad

Posted:2 days ago| Platform:

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Skills Required

task management it support devices customer service verbal communication ios resolution service desk ticketing written communication computer systems linux mdm troubleshooting end network troubleshooting video conferencing problem resolution communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

JD: Service Desk

Location : Hyderabad

Experience : 3 to 5 Years

Shift : 24/7 rotational (5 days Work from office)

Job Summary

Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations over the phone remote connection software chat and email Flexible able to multitask and prioritize reported issues Provide a high level of customer service to users seeking problem resolution Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Walk the cust

Responsibilities

Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations over the phone remote connection software chat and email Flexible able to multitask and prioritize reported issues Provide a high level of customer service to users seeking problem resolution Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Walk the customer through the problem solving process Direct unresolved issues to the next level of support personnel Provide accurate information on IT products or services Record events and problems and their resolution in internal ticketing systems Follow-up and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team Logistics responsibilities include providing overall management in daily administration asset distribution setup and shipping receiving.

Inventory of storage spaces stocking and maintenance of IT vending machines. Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events.
Proficient in end-user network troubleshooting tools and practices Requirements Proven experience as a help desk technician or IT support technician Strong understanding and troubleshooting resolution skills of computer systems mobile devices and other tech products including mobile device management MDM iOS Android Mac Windows and Linux operating systems.
Ability to diagnose and resolve basic to moderately complex enduser technical issues Proficiency in English excellent task management verbal and written communication skills Customer-oriented technical professional Technical support professional with 3 to 5 years’ experience in the IT technical support field focused on enduser support

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Service Desk - Tech Lead