Purpose of Position:

Providing first call resolution and actively manage activities surrounding the resolution of IT issue calls to ensure minimal business impact..

Key Skills/Responsibilities:

Provide first call resolution or facilitate resolution to end users by engaging the appropriate parties.

• Technology supported by the help desk, including Windows machines, O365, Azure, and other Microsoft tools.
• Troubleshoot issues related to MAC and VPN sessions on Windows & Macintosh Platform.
• Facilitate escalation for unresolved issues approaching or surpassing the allowable service level.
• Collect and consolidate required information from reporting parties into ticketing system.
• Performs other related duties and assignments as required and as assigned by supervisor or manager.

Job Duties:

• Provide first call resolution.
• Escalation of the more complicated issues to the higher level;
• Be a true team member in Teleperformance – focused in the success of the company;
• Interaction with other departments in order to improve and or maximize the projects(s) results;
• Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions);
• Take an active role in the development of the department’s strategic and plans as required by department leadership;
• Communicate to leadership any known infractions of these Corporate Policies and procedures immediately;
• May perform other duties as requested not specifically addressed in this document.

Technical Skills:

• Knowledge in software related to JAMF, Azure, Service Now etc. would be beneficial
• Understanding of Hardware and Software installation and configuration.
• Experience using and troubleshooting MS Office.
• Knowledge of Microsoft operating systems.

Qualifications

• Graduation from a recognized university is must (preferred but not required)

• Must be proficient in communication

• Fresher or Experienced Candidate with technical inclination is must

• Proficient with Microsoft Office tools

• Should have knowledge about Windows & Macintosh Operating System

• Must have exceptional verbal and customer service skills as Voice Process

• Must have excellent writing skills

• Must have the ability to multi-task and prioritize

• Must be able to perform duties with minimal supervision

• Experience on Service Now/ Active Directory and/or Citrix is preferred

• Must have typing speed of at least 25 words per minute with 80% accuracy.

• Should be able to work in 24/7 working environment with rotational Week Offs

• B2 English Preferred