IT support helpdesk agent
DCV is a specialist consultancy providing companies around the world with first-class recruitment solutions. Our key areas of expertise lie in IT, Travel and in Engineering and Manufacturing.
We are looking for local IT talent and we are eager to meet you!
Fluency in English
Educational Qualification & Skills:
• 2-3 years. With experience in Helpdesk /Service Desk
• Technical Qualification preferred
• Good knowledge and experience in ticketing procedure, prioritization of tickets, experience on common ticketing tools – Service Now, BMC Remedy, etc
• Understanding of common computer hardware and common technical terminology
• Good listening skills - ability to understand ambiguous information, probe and consolidate into useable data
• The job holder will work closely with our client in executing the pre-defined activities in the stream of IT Level 1 helpdesk support
• Fluent in spoken and written English. Able to converse and provide technical support in English through various channels – Calls, Emails & Live Chat
• Willingness to work in shifts on Weekdays & Weekends (rotational), 24/7 Operations
Role Description And Skills:
• The job begins when the Client user reaches the jobholder in the form of call, chat or email to for a technical issue. The Job Holder is required to verify basic information and then address the issue.
• The jobholder has to close the issue based on the pre-determined options given for the same. The issues that cannot be resolved are escalated to the next higher level
• The jobholder at all times has to comply with the minimum required standards of performance as defined in the SLA’s. (service level agreements)
• Job holder works towards pre-defined / pre-determined objectives.
• Is responsible for process execution/documentation at his/her level
• Most tasks are well defined and routine
• Executes data transactions, takes/makes calls
• Shares knowledge/ best practices
• Is responsible for adhering to defined performance level parameters (productivity, quality etc.)
• The job holder will be the 1st level of escalation for Process Executives
• Employee shall deal with sensitive/financial information of a client/internal Infosys processes
81 000- 100 000 roni/year/ gross B2B contract