Caretel Infotech Ltd jobs - Employee Helpdesk Support

Roles and Responsibility

• Provides Technical and Chat support for resolving technology support issues.
• Performs installations, repairs, upgrades, backups and other maintenance tasks.
• Provides effective customer service in a 24X7X365 production environment (rotating on-call and holiday support may be required.
• Utilizes soft skills and troubleshooting skills to resolve client issues and questions.
• Asks probing questions to gather relevant information on routine and complex calls.
• Uses effective listening skills to develop understanding of client questions or issues.
• Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment.
• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
• Maintains passwords, data integrity and file system security for the desktop environment.
• Communicates highly technical information to both technical and nontechnical personnel.
• Recommends solutions including new acquisitions and upgrades.
• May participate in development of information technology and infrastructure projects.
• May have expertise in commonly used business applications.
• May handle phone and email assistance as well.
• Other related duties assigned as needed.
General Knowledge, Skills & Abilities

• Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills
• Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network ( e.g., resetting password, bouncing PU, resetting remote devices
• Knowledge of basic problem resolution and escalation practices
• Ability to provide appropriate level of support and guidance with applications and procedures
• Effective use of listening skills to develop an understanding of client inquiries and problems
• Excellent team player
• Self-motivated to learn new technology and new ways to deliver support
• Shows enthusiasm when providing technical support
• Stays up-to-date with latest technology
• Problem Solving and critical thinking skills

Cab Facility is available, should be willing to work for 24/7

Skills: Trouble Shooting, Escalation, Installations, Repair, Upgrades, Backup, Maintenance, Production Support, Install, Configure

Experience: 1.00-3.00 Years