IT Analyst - Helpdesk Jobs in NCR Corporation - Mumbai

Job Description

Responsibilities:

• Level 1 support for PC client issues e.g. desktop/laptop hardware, software, OS, printers, etc.
• Provide information on IT processes, general how-to queries and known outages.
• When a problem is reported, the Help Desk Analyst must analyze the symptoms, determine the root cause, review Knowledge Base instructions, provide resolution and document the relevant details.
• Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets.
• Follow-up with Level 2 support teams for timely completion of tasks. Co-ordinate with third-party vendors like Dell and Canon for hardware issues.
• This job role requires candidates to provide IT support on inbound calls, web tickets and chat.
• The IT Help Desk team operates on 24x7 basis. Team members are required to work in rotational shifts and observe a 5-day working week.

Qualifications/ Skills:

 TECHNICAL SKILLS:

• Thorough knowledge of Windows 10 Operating System. Good working knowledge of Windows, MS Office 365 & internet technologies. Basic networking concepts, troubleshooting LAN/remote access problems. Expertise in configuring and troubleshooting Office365, MS Outlook 2016 or later Ability and willingness to learn quickly, keep knowledge current.

EDUCATION & WORK HISTORY:

• Minimum qualification: HSC (Grade 12). Technical diploma is preferred, but not mandatory. Minimum six months experience in a technical support role. Candidates with prior experience in a technical, voice-based process will be given priority

COMMUNICATION SKILLS:

• High proficiency in English grammar, vocabulary and sentence structure. Fluency in speech - Ability to hold a conversation with ease and minimal use of fillers. Clarity in speech – Neutral accent, appropriate rate of speech, pleasant voice and confident tone. Listening skills - Comprehend what is said, respond appropriately without interrupting the speaker.

OTHER ESSENTIAL SKILLS:

• Telephone etiquette - basic call handling skills. Customer service skills (persuasion, empathy, helpfulness & positive attitude) Good business communication skills (e-mail)