System Soft Technologies Looking for IT Helpdesk at India Full Time

Job Summary:

The client is looking for an IT Helpdesk:

• Helpdesk Officer will receive a high standard of on the job training, helping him/her to progress quickly with the working knowledge of their chosen field, the training will include the following areas:
• Training on Standard Operating Procedures (SOPs) & Policies.
• Helpdesk On-job Training (AD Users and Computers, Group Policies,SCCM Deployment Tool, Telephony Services, Wireless Services, Clients Procurement Guidelines, Configuration, and Maintenance (Desktops, Laptops, iPads, Printers, Scanners, Accessories).
• Ticket Handling and Management on Ivanti Service Management based on ITIL v3 Standards.

Responsibilities:

• 1 year(s) of experience in Helpdesk, Call Center or related area. Experience in diagnosing and resolving hardware, software or connectivity problems with minimum delay is desirable.
• 1-3 years of Helpdesk or Call Center experience in fast-paced environment with diverse systems and technologies.

Qualifications:

• Answer customer’s calls raised to call center & Serve as the first point of contact for customers seeking technical assistance over the phone, email, or onsite visits.
• Register incidents and service requests, and effectively prioritise work to resolve within the agreed Service Level of Agreement.
• Perform onsite/remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and the details provided by the customers and Walk the customer through the problem-solving processes.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions are taken through to the final resolution.
• Setup Cisco deskphones, audio conference phones and video endpoint devices. Troubleshoot connectivity problems.
• Setting up profiles, emails, and assigning access to Hikam’s systems for new employees and assisting in all password-related issues.
• Support audiovisual systems in conference and multi-purpose rooms for scheduled meetings and events.
• Perform LAN troubleshooting and support before escalating to the second line of support.