Virtual End User Support Technician

TCS Virtual Opportunity for Service desk agent

Greetings from TCS!! !

Positi on : Service desk agent

Keywords -ITIL processes, windows 10, MS Office applications and Operating Systems troubleshooting

Team Lead, customer engagement, Windows 10, Intune, SCCM, ITIL service delivery

Experien ce : 3 to 7 years

Locati on : Chennai

Job Description

Must-Have

Minimum 5 mandate details are mandate with two or 3 liners

• Answers and responds to inbound calls or electronic requests from end-users
• Monitor the IT Service Desk mailbox and call queue, responding to queries as appropriate in a timely and efficient manner. Assist with various other admin duties such as the creation of new user accounts as required.
• Ensure that all customer requests are recorded accurately and with a high level of detail using the Service Desk call logging software. All actions undertaken to resolve or escalate these requests will also be recorded accordingly.
• Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support. This includes explaining complex technical issues to non-technical customers.
• Analyzes and resolves all application software or hardware incidents and requests from end-users
• Ensures to log and tracks incidents and requests from identification through resolution stages
• Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
• Ensures accurate and necessary information is obtained by utilizing Templates when available
• Responsible for providing on-call support as needed
• Using remote access tools, detect, diagnose and where possible resolve a high level of 1st line customer issues and service requests remotely therefore reducing the requirement to travel to site and subsequently increase efficiency.
• Logs incidents and requests into appropriate categorization
• Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-user
• At all times, deal with customers and colleagues in a courteous, friendly and professional manner. This may include the diffusing of stressful situations where conflict and unreasonable demands from customers require diplomacy.
• To assist customers in making more effective use of desk-top systems, products and services.
• For all requests that cannot be resolved, provides an effective interface between customers and 2nd / 3rd line resolving teams. To use judgement to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily.
• To interpret technical manuals and documentation to assist with the resolution of issues. To assist with the administration of computer hardware and software in support of the delivery of the agreed IT Service
• Installs and / or removes software, following agreed policies and procedures.

Good-to-Have

Minimum 2 mandate details are mandate with two or 3 liners

Qualification.

Kindly don't apply EX TCSers

Thanks & Regards,

Supriya Kashid

Human Resource Team (TAG)

Tata Consultancy Services