International Technical support | Bangalore

NLB Services; Greater Noida, Bengaluru, Dadri; On-site; INR 350,000 - 500,000; Full time

Benefits offered by this job

One side cab provided

Night shift bonus

Job summary

NLB Services is seeking a Service Desk Senior Associate in Greater Noida, India, to provide assistance for hardware, software, networks, and peripherals through phone, chat, and email. This role requires managing customer interactions and resolving issues to ensure maximum user uptime.

The ideal candidate will have a technical degree, experience in IT support, and excellent communication skills. Benefits include 24*7 shift availability, work from office, and cab services.

Qualifications

• Fluency in English language required.
• Experience providing hybrid IT support is an advantage.
• Flexibility to work shifts if required.

Responsibilities

• Manages customer interactions and records reported issues in ITSM.
• Identifies issues and applies fixes using internal instructions.
• Acts as a liaison between customers and departments.

Skills

Problem-solving skills

Technical guidance

Customer service skills

Communication skills

Education

Technical degree or Microsoft certifications

Tools

Microsoft Operating Systems

Microsoft Office applications

Job description

Role Overview

The Service Desk Senior Associate advises and assists users over the phone, chat, and email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, researches, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.

Role Responsibilities

• Manages customer interactions and records reported issues in the ITSM.
• Identifies issues, applies fixes, and investigates root causes using internal instructions.
• Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e‑mail.
• Screens, refers and diagnoses internal inquiries and work requests related to PC maintenance.
• Acts as a liaison between customers and departments within the organization to ensure that all online system problems are resolved accurately and in a timely manner.

Key Skills and Qualifications

• Ideally university education, preferably technical degree or Microsoft certifications.
• Awareness of Microsoft Operating Systems (local and hybrid) administration and Microsoft Office family applications.
• Experience providing hybrid (office and remote) IT support is an advantage.
• Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills.
• Excellent communication and customer service skills.
• Fluency in English language.
• Flexibility to work shifts if required.

Benefits and Working Conditions

• 24*7 shift availability.
• 10-hour shifts.
• Work from office.
• One side cab provided.
• Only 30% hike will get bonus and night shift.