Helpdesk Specialist

About System3

System 3 is a leading IT Managed Services Provider, headed out of New Delhi, India with a Global Presence - catering to Fortune 100 companies to Small and Medium Businesses in India. With it's focus primarily on delivering services, System 3 Delivers Secure Email, Secure Hosting, Network Managment and Monitoring Services, as well as operates a 24x7 Network Operations Center for it's Customers to work and solve issues as they go along.

System3 is an equal opportunity provider with over 3+ Decades of Experience, and a recognition in the Industry that puts it at par with the largest names. With a flat hirearchy in the organisation, System3 gives you a chance to work on your personal and professional development, ensuring growth for you and all our team members.

Position: Helpdesk Specialist
Location: New Delhi, India

Job brief

This is a customer service role and the Help desk specialist provides technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Help Desk Specialist responsibilities include:

  • Providing first level contact and convey resolutions to customer issues
  • Properly escalating unresolved queries to the next level of support
  • Tracking, routing and redirecting problems to correct resources
  • Receiving emergency and non-emergency calls and record significant information
  • Addressing problems and requests by transmitting information or providing solutions

Responsibilities

  • Provide first level contact and convey resolutions to customer issues
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources
  • Update customer data and produce activity reports
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilise excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure
  • Recommended procedure modifications or improvements
  • Preserve and grow your knowledge of help desk procedures, products and services

Requirements

  • Proven working experience in providing Help Desk support
  • Outstanding organizational and multitasking abilities
  • Active listener with excellent communication skills
  • Sound judgement and critical thinking
  • Proficiency in English
  • Working knowledge of help desk software (Zoho Desk) and Network Monitoring / Support Desk Software
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • BS / Masters degree in Information Technology, Computer Science or equivalent

Interested in Applying to this Job: Please share your CV at jobs@system3.net Reference ID DELHI-HS or WhatsApp Your CV to +91.98110.43821 with Reference ID DELHI-HS