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Desktop Support Specialist - Voice [Urgent]

Tata Consultancy ServicesIndia

5 days ago

Job description

Role : Desktop Support Engineer (Voice)

Exp range : 4 - 10 years

Locations : Chennai / Bangalore

JD : 1.

Serving as the first point of contact for customers seeking technical assistance over the Phone & Self-Service tickets / Chat

Willing to work in night shifts over prolonged period

Excellent written & spoken communication skills

Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation

Effectively manage length of calls, handle time, and after call work

Walk the customer through the problem-solving process

Determining the best solution based on the issue and details provided by customers

Provide accurate information on IT products or services

9. Assisting users with password resets and account unlock for reported incidents and requests.

10. Performing remote troubleshooting through diagnostic techniques and pertinent questions

11. System boot issues and Microsoft Office related issues

12. Provide connectivity support for home users including network broadband, Virtual Technologies, and VPN

13. Using specific tools to diagnose issues, make recommendations for resolution

14. Placing corporate phone orders through authorized vendor portals

15. Supporting hardware collection of terminated employees

16. Providing support through the technologies such as Nexthink, Controlup and App Volume Manager

17. Providing support to MacOs devices.

18. Good working knowledge and experience in Active Directory (Add / Remove & Edit Users), Office 365, Jamf.

19. Printer configuration and troubleshooting

Desktop Support • India