Information Technology Help Desk Analyst

BlackBeltHelp, we operate from Gurugram, Sector 33, Infocity II

2. Shift timings - 24*7 - Rotational Shifts. 5 Days Working.

Title: IT Helpdesk Analyst

Summary of Responsibilities:

• Provide friendly, courteous, and quality support to all users.
• Strive to meet or exceed all SLA goals.
• Respond to incoming telephone calls, voicemail, web-submissions, emails and/or chat for assistance from users experiencing problems.
• Troubleshoot, analyze, resolve, track, escalate, and accurately document various technical problems (i.e., software, hardware, and client-specific applications)
• Document customer requests in the appropriate issue tracking system.
• Route tickets accurately to client-level support when needed.
• Stay current on and adhere to established policies, procedures, and documentation
• Be a subject matter expert in the full suite of supported client systems and processes

Responsibilities by Function:

• Excellent written and verbal communication skills.
• Strong problem-solving skills and decision-making ability.
• Effective listening and probing question skills.
• Flexibility to accommodate Help Desks' hours of operation, 24 hours a day, seven days a week, including holidays.
• Ability to learn and apply technical information in a fast-paced, demanding work environment.
• Ability to follow policies and procedures; attention to detail.
• Ability to handle a large call volume.
• Strong enthusiasm and desire to learn.
• Perform well in a team and as a team.
• Self-motivation and organization.
• Ability to multitask.

Qualification:

• Knowledge in Microsoft Outlook and/or Lotus Notes.
• Knowledge in Windows XP+, Vista, 7, and Mac OSX Operating Systems.
• Knowledge of Active Directory.
• Strong customer service skills.