Job Description

About The Company:ARA's client is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain, and process expertise. The accolades It has been garnering can be attributed to their undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of their esteemed customers. It has been recently felicitated by the Economic Times as the most distinguished digital company 2015. They have also been ranked 29 of 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.The Role:As a service desk engineer you will be responsible installing, supporting, upgrading & resolving any issue within the company PC/ Laptop/ Printers.Key Responsibilities:

• Attend to service tickets. Log/troubleshoot and provision the solution using customer provided knowledge base
• Transfer or dispatch to next level of support. Daily communication/interaction via email/ticket/phone
• Adhere to customer set process and policies
• Adhere to HP/Customer set quality standards & SLAs
• Provide quality service & resolve concerns efficiently & professionally.
• Serve as the first contact with customers who need technical assistance via the phone or email
• Perform troubleshooting using different diagnostic techniques & SOPs
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Redirect unresolved issues to the next level of support personnel.
• Provide needed information on IT products or services
• KEDB - Keep record of problems/known errors and their resolution
• Provide feedback on processes and make recommendations on areas to improve

Skills Required:

• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills.
• Problem-solving and critical thinking abilities.
• Knowledge of relevant industry regulations and best practices (e.g., ITIL for IT request management).
• Ability to work collaboratively in a team with 24/7 work environment.
• Proficiency in using request management tools or ticketing systems.
• Should have good Customer Handling Skills and able to handle issues on Call or Chat.
• Should have an understanding of applications such as Remedy, ServiceNow, Bomgar,LogMeIn etc.

Technical Skills

• Windows & MAC troubleshooting
• Active Directory (Basic)
• Basic Networking (LAN/WiFi)
• Win NT/2000
• MS Office 2007, 2010. O365
• OS - Win7, Win 10, MAC
• Outlook 2007, 2010, 2016
• Office Libre
• PC/Laptop/Printers (Installation and Troubleshooting)
• Fixing non-compliant machines missing critical security applications and latest updates

Qualifications & Experience:

• Any Graduate/Diploma
• Minimum 1 Year of relevant service desk experience

Required Skills Service Desk,, desktop support, technical support, troubleshooting, IT support, LAN, WAN, MAC, Windows, Ticketing toolEducational Qualification Any GraduateDec 16, 2024Pay Rate350000 - 360000 INR Per Annum1 - 4 Years Exp.20 Vacancies

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