IT Service Desk Analyst II

TGBPL TP India - GBS; Thane; On-site; INR 250,000 - 400,000; Full time

Job summary

Teleperformance in Maharashtra, Thane is seeking an IT Helpdesk professional to provide day-to-day technical support for a range of hardware and software systems. You will diagnose problems through user discussions, troubleshoot, and escalate as necessary to ensure timely resolutions.

You will also assist in evaluating hardware and software, recommending upgrades, and maintaining established standards. There is potential to lead junior colleagues and drive ongoing process improvements.

Qualifications

• A professional/university degree providing a knowledge base; 1–2 years of practical professional experience in IT support or related area.
• Willingness to learn and develop in hardware/software tech support.

Responsibilities

• Provide day-to-day technical support to employees for hardware and software systems.
• Diagnose problems through discussion with users, troubleshoot, rectify faults and escalate as needed.
• Provide timely resolution of user problems, queries or complaints.
• Assist in hardware and software evaluation and recommend upgrades or improvements to IT infrastructure.
• Operate proficiently within established standards and processes.
• Work independently within set frames and follow established procedures.
• Develop own knowledge, share best practices, and create relevant solutions.
• Continuously improve day-to-day activities and processes.
• Potential to lead a small team of junior colleagues and set daily objectives.

Job description

Join Teleperformance – Where Excellence Meets Opportunity! Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

Why Choose Teleperformance?

We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us. Utilize advanced support technologies and processes engineered to achieve outstanding results. We cultivate lasting client relationships and make positive contributions to our local communities.

Job Description

• Responsible for providing day-to-day technical support to employees for a range of hardware and software related systems.
• Responds to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.
• Provides effective and timely resolution of users’ problems, queries or complaints.
• Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.
• Positions on this level are fully proficient in executing established standards.
• Works independently within set frames and follows set course.
• Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area.
• Develops own knowledge, shares best practice and develops relevant/appropriate solutions.
• Positions at this level are expected to continuously improve the day-to-day activities/processes.
• Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.

Be One of Our People:

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

Teleperformance is an Equal Opportunity Employer

Job Application Accommodation: If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.

TP is a global digital business services company. With nearly 490,000 passionate people present in nearly 100 countries and speaking more than 300 languages and dialects, we have the knowledge and resources to deliver outstanding experiences anywhere. We deliver a competitive edge for our clients by combining our unique standards of process excellence with empathetic, high-touch support augmented by cutting-edge technology and our domain expertise.