Qualification:
- BSc (CS/IT/Electronics) & BCA
- Location: Across India.
About Company :
Hexaware is a fast-growing automation-led next-generation service provider delivering excellence in IT, BPO and Consulting services. We are driven by a combination of robust strategies, passionate teams and a global culture rooted in innovation and automation. Hexaware’s Digital offerings have helped clients achieve operational excellence and customer delight. Our focus lies on taking a leadership position in helping clients attain customer intimacy as their competitive advantage. We are now on a journey of metamorphosing the experiences of the customer’s customers by leveraging our industry-leading delivery and execution model, built around the strategy— ‘Automate Everything™, Cloudify Everything™, Transform Customer Experiences™”. Powering Hexaware’s complex technology solutions and services, is the Bottom-Up Disruption, a disruptive crowdsourcing initiative that brings about innovation and improvement, to everyday complexities and, ultimately, growing the clients’ business. The digitally empowered workforce of Hexaware represents various nationalities, comprising 19,833 employees, lives the company’s philosophy of ‘customer success, first and always’. The company reported 2020 global revenue of USD $845.04 Mn.
Responsibilities:
- Excellent verbal and written communication in English is must
- Should have basic knowledge on ITIL process and international Client handling over the phone and email
- Meet established service level metrics for call response, technical support and customer service
- Provide Help Desk Support for End users and Level 1/2 support of IT Infrastructure and Applications
- Log Incidents/call tickets into Ticketing tool, monitor incoming customer ticket queues for assignment, follow-up and resolution
- Follow and complete IT Service desk opening and closing checklists
- Research and update knowledge base for solutions that can be used to provide first call or contact resolution
- Perform installation/troubleshooting/configuring of MS outlook Client, MS Office, Applications software, Antivirus Software, Internet explorer and basic network troubleshooting
- Use remote tools such as Remote Desktop support, Dame Ware/Bomgar, Team viewer etc..(It’s an optional) to troubleshoot and resolve endusers laptops, desktops.
- Provide follow-up service to End-users to ensure that service provided by Help Desk has addressed their needs in a timely and efficient manner
- Candidates should be open to work in 24*7 shifts environment
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