Global Service Desk Support

HTC Global Services - Chennai, Tamil Nadu
  • Full Time
  • Anywhere

Greetings from HTC Global Services.

We are hiring for Service desk support.

Roles and Responsibilities:

  • Receive incoming calls from Client Community and provide first level support while following policies and procedures
  • Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards
  • Document each call verifying customer information and including all troubleshooting steps
  • Escalate problems to appropriate individual/group based on established guidelines and procedures
  • Troubleshoot, analyze and resolve customer concerns
  • Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
  • Routinely contribute to the Knowledge Base
  • Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
  • Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
  • Attend training sessions as required
  • Participate in team projects that enhance the quality or efficiency of Service Desk delivery
  • Assist in special product-related issues as needed developing business and technical writing skills
  • Perform other duties, as assigned
  • Knowledge, Skills and Abilities (KSAs):
  • Knowledge and understanding of providing customer service
  • Good typing skills
  • Knowledge of Citrix and VPN
  • Strong listening, verbal, and written communication skills
  • A strong business maturity and professionalism is essential
  • Ability to troubleshoot, analyze and resolve customer concerns
  • High technical aptitude and strong PC literacy skills including function and capabilities
  • Ability to work independently as well as part of a team
  • Ability to function well in pressure situations

Required Background Experiences:

  • Any Graduate/ Diploma
  • 1- 3 years in a service desk environment
  • Experience resolving escalated customer and vendor issues
  • Previous Experience in healthcare information technology- Added Advantage

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