Helpdesk /ServiceDesk - Technical Voice Support (US Shift only)

We are looking for an IT Helpdesk Support Specialist with a minimum of 2 years of experience in an IT Helpdesk environment. The ideal candidate will have excellent communication skills and be able to troubleshoot issues with Native English Speakers. They will be responsible for efficiently handling Helpdesk Calls and acting as the first point of contact for service request calls & requisitions through voice support. The role requires troubleshooting experience with Printers and Multifunction Devices (MFD), knowledge of Technical Terms DNS/DHCP/VPN/Network etc., and knowledge/experience of Backup tools. The successful candidate will have strong task management skills, be customer-focused with a passion for resolving unique problems, and have on-call support experience.

• Excellent communication skills and ability to discuss and troubleshoot issues with Native English Speakers
• Efficiently handle Helpdesk Calls and act as the first point of contact for service request calls & requisitions through voice support
• Follow up on each issue/ticket to ensure its closure as per the ITIL Incident Management process.
• Provide phone, email and chat feedback to the requester on the status of their requests
• Provide Help Desk support through phone calls and Remote Desktop support
• Answer inbound IT Helpdesk calls from customers across the globe and perform basic troubleshooting
• Telephonic support to End Users and coordination with Vendors, Client Problem Management team, and other Support teams
• Proactive monitoring & Perform documented Escalation process
• Troubleshooting on VPN software and Collaboration tools
• Troubleshooting on Password Reset tools and Remote-Control tools
• Troubleshooting of MS Windows & Office, Desktops, Laptops, iPad Peripherals, and Networking
• Interaction with internal and external stakeholders through voice/chat and emails
• Keep Users regularly updated with Alerts advising of any new or changed information
• Be willing to take on additional responsibilities and learning opportunities as they come up
• Provide phone and help desk support for local and off-site users
• Provide network troubleshooting and support, as well as end-user software and hardware troubleshooting mainly on phone calls and through remote tools
• Record detailed incident descriptions in the call tracking system and follow up to resolve issues, ensuring customer satisfaction
• Answer and manage incoming calls, emails, chats, and/or interactive voice response systems
• Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner.

• Candidates must have a minimum of 2 years of experience in an IT Helpdesk environment
• Experience in Active Directory/User Management/ Troubleshooting
• Experience in Office 365-Outlook Troubleshooting
• Experience in Windows/MAC/IPAD and system application Troubleshooting
• Troubleshooting experience with Printers and Multifunction Devices (MFD)
• Knowledge of Technical Terms DNS/DHCP/VPN/Network etc.
• Knowledge/Experience of Backup tools
• Knowledge of Ticketing tools and SLA.
• Knowledge of Server/Network Monitoring Tools
• Excellent analytical skills, and written and verbal communication.
• Strong task management skills
• Customer-focused with a passion for resolving unique problems
• Must have on-call support experience
• International client support experience (Preferred)
• Ability and willingness to work in US Shifts only.