IT Services Desk Associate

Job Description

We are looking for Service Desk Technical Associate for Hyderabad location. Please find the below JD The primary function of the position is to provide 1st Level support for internal Staff and customers via Phone/Chat/Self Service.
Technical Support Analyst is a member of the Service Desk team covering the day-to-day IT support needs via Phone/Chat/Self Service. The primary function of the position is to provide 1st Level support for internal Staff and customers.
Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, Password Resets, Printers and more;
Gather the required information necessary in order to best handle customer software and technical inquiries
Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status
Collaborate with other members of the Service team to properly manage customer inquiries and escalate when appropriate.
Research required inform using available resources;
Follow standard processes and procedures;
Identify and escalate priority issues to the pertained teams;
Follow up and make scheduled call backs to customers where necessary.
Problem solving ability identify and resolve;
Basic technical skills including knowledge of Microsoft windows Operating Systems, Microsoft Office suite, and common printer issues.
Basic installation, configuration and support of IT equipment (PC, laptops, printers etc.)
Basic understanding in troubleshooting Internet Connectivity, LAN /WAN related Issues.
Ability to deal with difficult callers
An ability to communicate with customers and understand customer requirements.
Ability to speak and write clearly and accurately;
Effective listening skills;
Multi-tasking capabilities;