Technical Helpdesk

Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate

Maintains records informs users about the process and advises relevant persons of actions taken

Adhere to the documented policies and procedures

Pass on any feedback or suggestions by customers to the appropriate internal team

Engages other support teams or resources as when appropriate to resolve tickets

Use appropriate CTI classification for incidents and requests

Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates

Maintain confidentiality with regards to client customer information adhere to the NDA guidelines

Identify major incidents and invoke the major incident management process

Identify new issues and contribute to Knowledge Base development

Install modify and repair computer hardware and software

Required

Candidate Profile Minimum 03 years of relevant experience working as Helpdesk Associate

Should possess basic understanding of ITIL Practices

Should have strong verbal written communication and interpersonal skills

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