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Job Code SDA-01
Designation Service Desk Associates
Profile of the position: He/ She has solid know-how of this underlying technologies. He/ She has experience in providing customer support over the phone and vie e-mail.
Duties and Responsibilities
  • Providing technical support and assist US Customers via voice, email & ticketing tool.
  • Acknowledge the ticket in your queue & Adhere to the SLA.
  • Escalate to next level for complaints if not solved at your level.
  • Update case notes with your findings and close the ticket.
  • Abide by all terms of Letter of Undertaking and follow the same.
  • Follow all admin as well as security rules and regulations of the Organization.
  • Report Information security incidents and weaknesses to Operations manager and CISO
Knowledge, Skills & Competencies
  • Good technical skills
  • Excellent Communication skills.
  • Good in monitoring.
  • Highly self-motivated and independent
  • Excellent troubleshooting skills
  • Well-organized with the ability to multi-task and work with minimal supervision
Desired Qualification
  • Must be a Graduate . Basic knowledge on Network, Server, Router, Internet. Excellent Communication Skills (Written & Verbal)
  • Knowledge on Server Monitoring & Management is preferred.
  • Understanding of ticketing system is also preferred.
  • Must be Willing to work in shifts
  • Previous Technical support engineers experience will be a value add.
Desired Experience Should have 2+ yrs of experience in providing Level Support to all departments Schedule time estimates for projects / task deliverables, adhere to SLA.
Location Mumbai