Global Service Desk Support

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