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Service Desk Technician

Phoenix, AZ

Role: Service Desk Technician
Location: Phoenix AZ-Remote
Duration: 11+ Months

Hiring process:   Phone Interview
Onboarding process: Paperwork + BGC+ DT
Note: Virtual Work(100% Remote), Laptop Will Be Provided By Company For Work. 

Job Description

Roles & Responsibilities
• Answer End user calls and make outbound calls for incident follow up
• Provide First level resolution
• Ticket Creation/Categorization/Prioritization
• Ticket escalation to respective Support Group
• Incident Resolution and recovery
• Ticket Closure and follow-up on aging or open tickets
• Undergo training based on project requirements
• Ability to adhere to Shift schedule

Experience in 24x7 operations (Candidates earlier worked in International Contact/Call Centers in a voice support process is preferred/must).

Desired Skills
Ø Work experience in supporting service desk or support center for manufacturing plant IT users and corporate support
Ø Good communication skills and customer management experience
Ø Good Analytical & Coordination skills
Ø Excellent Customer Service skills
Ø Good understanding of Computers and technical Troubleshooting skills
Ø Good interpersonal skills
Ø Excellent Soft skills for handling Voice, Email & Chat transactions
Ø Strong multitasking skills handling voice calls and document records at the same time
Ø Collaborate with Team Leads in terms of Service Outages
Ø Good experience working with Computer hardware
Ø Excellent knowledge on Windows Operating system
Ø Good understanding of Microsoft Office suite
Ø Critical Situation management
Ø Understanding of Total Case Ownership

Technical Skills
Ø Preferable experience in managing a team that supports IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, Displays, plant level software support etc.,
Ø Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc)
Ø Troubleshooting skills on network connectivity, dial up and wireless systems
Ø Knowledge on active directory, mobile support, domain controllers etc.
Ø Exposure to password reset tools
Ø Troubleshooting experience using remote control tools
Ø Trouble shooting skills and experience in handling Exchange environment
Ø Understanding of Desktop and Mobile Applications
Ø Understanding of Computer Networking and Internet
Ø Configuring Small Office and Home Office networks
Ø Knowledge/exposure on ticketing tools like Service Now, Remedy
Ø Exposure on applications like viva and workday would be added advantage
Ø Good communication skills and customer management experience
Ø Work experience with Global clients
Ø Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
Ø Willing to work in 24x7 environment
Ø Understanding Contact/call center metrics


Rahul Yadav
(408) 560-3956
http://reqroute.catsone.com/careers/index.php (Click to see MOST Current Openings)

Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs.  
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (www.reqroute.com)


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