Senior Assistant Help Desk Technician

Senior Assistant Help Desk Technician

26 Jan
|
DXC
|
Bangalore Rural

26 Jan

DXC

Bangalore Rural

Job Description:

Summary



Provides level 1 technical support to users for computer-related technical problems on assigned account(s). Provides back-up assistance on other accounts as needed.



Essential Job Functions



Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.

Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.

Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.







Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.

Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.



Basic Qualifications



High school diploma or G.E.D.

One or more years of technical training in computer support preferred

Two or more years of technical or customer support experience

Experience working with company products and operating systems

Experience with solving computer related problems

Experience working with company escalation policy



Other Qualifications



Interpersonal skills to interact with customers and team members

Good communication skills

Organization skills to balance and prioritize work

Analytical and problem solving skills

Ability to work in a team environment



Work Environment



Office environment

May require shift work

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