Sr. Service Desk Representative || ITIL + Team Management

Rotational Shift

LOcation-Gurugram

EXP in ITIL , Team Management, Service Desk Representation ,IT

Position Overview

The Service Desk Representative is responsible for support of all desktop hardware, software and telecommunications equipment. As a Service Desk Representative you are the front line in support of Insight Customers. In this role, you will respond to customer inquiries in person, via phone, email, and chat. Associates must possess strong verbal and written communication skills.

What youll do at Insight

• Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or client tracking/ticketing databases.
• Respond to all Customer requests in timely and professional manner.
• Instruct end users in the appropriate use of equipment, software, and/or reference materials.
• Assist with all aspects of technical support, including on-site visits as needed.
• Data entry (management of data) -accurately prioritize, categorize, track and log calls, tickets, chats, etc. following client or internal tracking protocols.
• Troubleshoot and resolve issues related to hardware/software, password resets, Microsoft operating systems, security, desktop applications, and peripherals.
• Research/troubleshoot issues using the tools available.
• Navigate internal/external reference support materials.
• Proactively following up on all open issues.
• Work closely with other team members to identify and suggest resolutions and improvements.
• Other duties as assigned.

What youll need to join Insight

• Bachelors degree (field related) or equivalent experience required.
• 4-8 years of overall experience is required.
• Must have a minimum of one year helpdesk experience in a corporate environment, two years preferred.
• Must have a comprehensive knowledge of computer hardware/software concepts.
• This position requires extensive working knowledge of hardware/software concepts, including Microsoft products and network/account management tools.
• Must be able to diagnose and resolve moderately complex system hardware, software, network, and operator issues.
• Related certifications including Microsoft Technology Associate (MTA), A+, Network +, preferred, but not required.
• Must be able to read, analyze, and interpret general business/professional journals, technical procedures, or regulations.
• Ability to write reports and/or business correspondence a must.
• Ability to effectively present information and respond to questions from groups of managers, customers, other teammates required.
• Must have excellent customer service and interpersonal communication skills.
• Must have the ability to work in a team environment and present a professional image.
• N st be able to multi-task and be flexible with assigned work schedule.N