Job Description - IT Helpdesk

Vendor Name: CompuCom/Tech Mahindra
Job: IT Helpdesk (Full Time Position Based at Intel PG12)

Looking for 10 Full Time Staff who have just completed their Degree courses in IT.
Salary range around 1.8K – 2.2K with separate allowance

Principal Duties and Responsibilities:

• Responds to tickets opened by routine alarms and network issues.
• Takes Inbound calls and resolves customer’s issues on the call while maintaining FCR and AHT.
• Makes outbound calls to customers after researching the resolution for the issue reported.
• Accesses specific customer process information to identify appropriate problem-resolution procedures and contacts.
• Remote accesses into customer computers following customer-specific procedures to confirm Issue.
• Works with customer to perform troubleshooting.
• Assists customer in identifying and resolving issues.
• Maintains communication with the customer throughout the problem resolution process of actions taken.
• Verbally communicates escalation issues impacting targeted response times to management.
• Updates ticket status in ticketing systems.
• Manually opens tickets as necessary. Identifies and communicates Automatic Ticket Generation system malfunctions to Lead Technicians.
• Follows established internal escalation procedures to assign non-routine or equipment-related tickets to higher-level Customer Support Technicians.
• Serves as backup to higher level Techs by responding to inbound customer.
• Provides Help Desk support for Virtualization issues.
• Updates the Data Center with temporary changes in customer notification procedures. Reports customer contact information errors to Lead Technician for customer.
• Displays proficiency in the utilization of company systems and diagnostic tools.

Requirements:

• Basic technical knowledge in computer Diagnostics, Networking, Wireless and all Windows OS. A+ & N+ would be an added advantage.
• Must have excellent logical approach to Technical issues.
• Replicate customer reported issues to provide accurate troubleshooting.
• Candidate must have excellent Communication skills, both oral & written.
• Ability to comprehend various accents.

Working Environment:
Shift assignment in a 24/7 Operations Center. Overtime may be required as well as flexibility to work other shifts on an occasional basis.

This job description lists the primary responsibilities and tasks for this position. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Interested candidate, please email your latest resume to Mr. Thomas Kok at thomas.yin.tattx.kok@intel.com.