Service Desk - Agent

Next Ventures is urgently looking for a Service Desk - Agent for contract work in Romania.

Job Title:

Service Desk - Agent

Job Category:

Infrastructure Services

Location:

Romania

Relevant Exp:

3-5 Years

HR Contact:

Start Date:

June 2, 2014 

Job Description

- Provide remote troubleshooting services to end users
- Provides Tier I telephone, Chat and Email support to end users
- Responsible for monitoring and processing web-based and voice based requests for customer assistance
- Effectively questioning and actively listening to all callers to capture all information needed to resolve or triage customer issues while recording all troubleshooting and communication in the Service Desk ticketing system.
- Performs basic and routine Call Center tasks by monitoring Service Desk phone queue and call groups
- Participating in maintenance of knowledgebase to aid in assessing and diagnosing hardware/software problems.
- Being an active participant of the Service Desk support team, working to maximize the effectiveness of the entire team
- Participate in informal team meetings, client meetings, internal Operations meetings and Quality review meetings
- Answer basic questions about installation, operation, configuration, customization, and usage of assigned products
- Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
- Escalate complex problems to the Remote Support Engineering staff or Field Engineering
- Escalates complex problems to higher level of expertise within organization
- Implement the corrective/preventive action identified
- Co-ordination with the other support groups and Domains
- Discuss management of risks in advance with the Domain Leads
- Update knowledge base with the resolutions as required and discussed in Post Outage Reviews
- Ensure that the policies and procedures set by TCS are adhered to
- Escalating to higher management whenever required
- Report the status to the higher management

Qualifications and Education Requirements

- Bachelor's Degree and 3+ years of equivalent experience
-  ITIL concepts strongly preferred

Preferred Skills

- Excellent Communication/interpersonal skills
- Technical Service Desk Call taking experience
- Troubleshooting Knowledge of Computer Hardware, Operating Systems, Desktop applications & computer networks 
- Experience in documenting technical as well as Process related topics and updating the same in the knowledge repository.
- Perform quality audit on end user contacts (calls as well as user generated tickets/emails).
- Exposure to collection of Metrics data & data analysis
- Awareness of ITIL processes
- Hands on experience in Knowledge management system maintenance
- Must be available weekends and for shifts outside normal business hours 

Technology Brief

- Overall knowledge of Operating system usage and troubleshooting which would include all different versions of windows and common Office software packages such as MS Office, MS Visio, MS Project and other common office productivity packages.
- Experience in using BMC Remedy ITSM Knowledge management module to perform the following functions:
- Perform Access control Management for all groups
- Perform periodic reviews of current usage and quality of the knowledge articles
- Quality checks of Knowledge articles and publishing
- Knowledge article authoring based on current Service desk resolution

If you feel this role could be of interest then could you please send your CV and we will call you back TODAY to discuss further with a view to securing an interview as soon as possible. We look forward to hearing from you.