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Job Description

Job Title:


Technical I, Global Service Desk (TCF)

Job Description


Client IT Helpdesk, VDI environment end to end troubleshooting over Chat.

Key responsibilities:


  • Coordinate as smart hands with different portfolio and engineering work groups
  • Provide telephony & chat support in performing installation and troubleshooting on Operating systems, soft-telephone, and applications.
  • Perform hardware and software upgrades on desktops and laptops
  • Attend to break/fix engagement as required for technology related problems and issues for all P1/Sev1 incident
  • Prepare, maintain and submit reports and applicable records of system inventory, ticket SLA etc
  • Perform checks and ensure that antivirus definition, OS patches are updated
  • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
  • Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
  • Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
  • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)

Desired Skills :


  • Hands on experience in VDI environment and troubleshooting skills, remote desktop support
  • Hands on experience in Incident and Change management
  • Excellent voice/telephony skills, Good Written & Verbal Communication Skills
  • Excellent customer service skill and client management skills
  • Willing to work in 24/7 work environment, predominantly night shifts/US hours and ready to work from office.

Location:


IND Gurugram - Industrial Plot No. 243, 1st, 3rd, 4th, 5th & 7th Floors

Language Requirements:


Time Type:


Full time

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