POSITION SUMMARY
Alphanumeric is hiring an ITS Service Desk Analyst based in India for a full-time remote job. Reporting to the Team Lead/Manager, your primary responsibilities will be to always provide polite and professional support to external customers and clients. You will receive, document, and track all incoming customer/user calls for immediate remedy and closure. You will be accountable for your own personal performance regarding metrics and serve as the single point of contact (SPOC) for incidents, including owning the call through closure. Paid training is provided.
JOB CONDITIONS
Type of contract: permanent.
Model: work from home 100%
Salary base: 49.000 INR gross per month.
Benefits: internet allowance + private health insurance.
Working shift: this could vary depending on what is needed between 7 am and 8 pm EST - flexibility is required from your end - may be required to work on weekends
Training shift: 8 am to 5 pm EST.
Start date ASAP
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
• Provide timely IT service desk support to contracted clients
• Use defined procedures for responding to customer calls
• Collect information from caller and document data elements in designated tool
• Maintain records of all calls from customers using designated Service Management tool
• Provide detailed documentation of all steps involved in resolving customer issues
• Escalate issues to the appropriate department and personnel
• Investigate, examine, troubleshoot, and solve hardware and software issues quickly
• Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers
• Provide support and instruction for client products
• Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
• Update knowledge base for all clients
• Unlock and reset passwords for user accounts
• Resolve issues for clients using designated remote access tool
• Ability to have flexible schedule to assist in responding to emergency support issues and situations
• Other duties as assigned
EDUCATION AND/OR EXPERIENCE
• Computer Science or related degree and a minimum of 1-year previous IT support experience preferably in a call center environment and/or any equivalent combination of education and experience.
CERTIFICATES, LICENSES, REGISTRATIONS
• A+ certification or equivalent experience with a Geek Squad or European Equivalent
COMPUTER SKILLS
• OKTA, ServiceNow and high proficiency in O365 (important)
• Solid computer keyboarding, multiple monitor, and touchpad skills
• General understanding of various software and hardware.
COMMUNICATION SKILLS, REASONING ABILITY AND/OR MATHEMATICAL SKILLS
• Excellent written and oral English communication skills
• Native level fluency in designated language
• Exceptional problem solving and organizational skills
• Excellent analytical and problem-solving skills
• Excellent customer service orientation
• Ability to adjust and adapt to situations in a timely manner
• Motivated self-starter, proactive with initiative to work and learn