Technical Support

ITC Infotech
Experience : Freshers
Education : BCA, MCA, BE/B.Tech
Location : Bangalore
Posted on 01 Oct 19
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Job DescriptionLast Date 30 Nov 19
Eligibility Criteria:  BE/B.Tech, BCA, MCA from 2018 and 2019

Job Description: 

1. Service desk Admin:
Ask targeted questions to quickly understand the root of the problem

  • Interact with users through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Updates ticket logs with resolution notes
  • Properly escalate unresolved issues to appropriate resolver groups
  • Provide prompt and accurate feedback to users
  • Refer to Knowledge base resources to provide accurate solutions 
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with users to ensure successful closure of reported issues
  • Document technical knowledge in the form of notes and operating manuals
Diagnose and troubleshoot technical issues, related to standard end user computing but not limited to the following areas:
  • Windows & & 10 OS support
  • Email and messaging ¿ Skype, Outlook, One Drive etc
  • VPN connectivity and client issues
  • Application installation and related troubleshooting
  • Citrix client related issues
  • User account management related
  • Antivirus issues
  • Printer related issues
  • Browser related
  • Execute standard operating procedures

2. Helpdesk Admin:

  • Respond to requests for technical assistance by phone, email, chat or using the Service Desk management system.
  • Enter and manage all incidents and problems in the incident management system and act as a liaison between customers and technical escalation teams.
  • Energetically follow-up on open incidents and problems and provide status updates and feedback to end-users while problems are being investigated
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
  • Apply diagnostic utilities to aid in troubleshooting. 
  • Provide SOP based first level resolutions
  • Ticket creation / Categorization / Prioritization 
  • Ability to identify and organize tickets according to priority and forward tickets to Field Engineers (L2) 
  • Incident resolution and Ticket closure
  • Good communication skills
Job Location: Bangalore



Job Type : Full Time
Interview Type : Written-test, Face to Face Interview, Group Discussion
Company Description
ITC Infotech is a specialized global full service technology solutions provider, led by Business and Technology Consulting. ITC Infotech’s DigitaligenceAtWork infuses technology with domain, data, design, and differentiated delivery to significantly enhance experience and efficiency, enabling our clients to differentiate and disrupt their business. The company is powered by a growing portfolio of specialized solutions addressing critical business challenges, including: Industry 4.0 solutions (PLM, IoT and Embedded),Customer Value Management, Loyalty, Trade Marketing & Distribution, Supply Chain Optimization, Data Engineering and Analytics, Digital Banking solutions and Digital Agriculture solutions. The company provides solutions to enterprises in Supply Chain based industries (CPG, Retail, Manufacturing, Hi-Tech) and Services (Banking, Financial Services and Insurance, Airline, Hospitality) through a combination of traditional and newer business models, as a long-term sustainable partner. ITC Infotech is a fully owned subsidiary of ITC Ltd, one of India’s most admired companies.
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