Information Technology Help Desk Analyst

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

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.