Technical support jobs in Bangalore at ITC Infotech

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

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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