Customer Support Analyst

Gemini Consulting Services; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Gemini Consulting Services is seeking an IT support/desk role in Hyderabad to manage ACD calls and incident responses. The candidate will coordinate major incidents and ensure timely resolutions while handling decommissioning of company laptops and desktops in a structured ITSM process.

Strong communication and the ability to work under pressure are preferred. Experience with ticketing systems and incident management tools is advantageous for this position.

Qualifications

• Experience handling ACD calls efficiently.
• Coordination of major incidents and timely resolution.
• Manage decommissioning of laptop desktops.

Responsibilities

• Handle ACD calls, prioritize, escalate if needed.

Skills

ACD call handling

Incident coordination

Laptop decommissioning

Tools

Ticketing systems

Incident management tools

Job description

Must-Have

• Experience in handling ACD (Automatic Call Distribution) calls efficiently.
• Proficiency in coordinating Major incidents and ensuring timely resolution.
• Ability to manage the Decommissioning process of laptop desktops effectively.

Preferred

• Certification or training in customer service or IT support.
• Experience in working with ticketing systems and incident management tools.
• Strong communication skills and the ability to work well under pressure.
• Required Skills and Other Details:

Responsibilities

• Handle ACD calls, prioritize, and escape as necessary.