Process Specialist - Technical Helpdesk

Communication and Customer Service Skills

• Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
• Display Ownership and accountability
  • Quickly build trust and confidence with customer
  • Own and resolve customer issues efficiently, effectively and empathetically
• Excellent comprehension and articulation skills
• Excellent communication skills verbal and written
• Demonstrate positive attitude
  • Willingness to learn and open to feedback
  • Helpful
  • Patience and perseverance

• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues
• Problem solving skills and quick thinking to own & resolve customers' issues independently, thoroughly & efficiently
• Able to identify sales opportunities and upselling

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• Being proactive and show the utmost respect for customer's time
• Good time management, ensuring all contacts with customers add value
• Ability to Multitask

• General support knowledge of Operating systems across various platforms, general productivity applications like MS Word, MS Excel, MS PowerPoint, MS Outlook, MS SharePoint, MS OneNote and MS OneDrive, Anyconnect VPN, MDM.
• Knowledge on basic concepts of networking.
• Familiar with TeamViewer Software.

• Technical knowledge/expertise to support technical help related queries and trouble shooting.
• Technical/troubleshooting knowledge of mobile operating systems (iOS, Android, Windows)
• Minimum 1-year experience in a L1 desk / tech support process providing remote support for Laptops / Desktops / Network Issues / MS office products like Windows 10, Bitlocker etc. Printer Configuration over cloud etc.
• Familiar with Windows 10, Windows 11, and MacOS
• Familiar with Two-Factor-Authentication and Single-Sign-On technology.

• Effectively resolve L1 helpdesk queries as per deliverables outlined
• Ensure appropriate documentation of the interaction on the customer's account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Ensure that performance parameters are met to meet SLA targets
• Always ensure customer/user confidentiality and data protection