Sr. Technical Representative, Global Service Desk (TCF)

Convergys; Gurugram District; On-site; INR 350,000 - 480,000; Full time

Job summary

Concentrix in Gurugram is seeking a Sr. Technical Representative, Global Service Desk to assist users with IT incidents, diagnose issues, and ensure timely resolutions across Windows and office applications.

You will document tickets, provide first-class service, and collaborate with the support team to maintain high customer satisfaction while following company policies.

Qualifications

• Bachelor's degree preferred in computer science or related field.
• 1–3 years of experience in IT support or helpdesk.
• Knowledge of Windows OS and MS Office required.
• Willingness to work in Gurugram, India.

Responsibilities

• Assist users with logged IT incidents and queries.
• Diagnose and resolve OS and application issues.
• Record and update tickets with accurate information.
• Provide high-quality customer service and timely resolutions.
• Escalate complex issues per policy.
• Participate in mandatory training and team meetings.

Skills

Windows OS

MS Office

Customer service

Education

Bachelor's Degree

BCA/MCA/Btech or Diploma in Computer Science

Job description

Job Title: Sr. Technical Representative, Global Service Desk (TCF) Job Description We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Join us and be part of this journey towards greater opportunities and brighter futures.

Roles & Responsibilities

• To assist all our users with any logged IT related incident when called upon.
• To diagnose and resolve system and application-related incidents, including operating systems (Windows) and across a range of software applications.
• To accurately record, timely update and document tickets with relevant and detailed information.
• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and appropriately
• Assist with resolution of problems related to system or application issues, including OS, MS Office, and other supported applications.
• Perform daily incident management including ticket assignment, troubleshooting, resolution, and closure.
• Conduct all job tasks, duties, and interactions with professionalism, respect, a positive attitude, and following company compliance policies.
• Consistently support and demonstrate the company mission and values.
• Assist users in simplifying everyday computer-related tasks and other shortcuts for various repetitive tasks.
• Execute resolutions to problems and follow standard practices.
• Combine technical expertise with customer service to work towards a resolution.
• Work closely with the rest of the support team members to resolve issues quickly and efficiently.
• Maintain a high level of customer satisfaction and quality support to end-user.
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct

Candidate Profile (Skills, Required Experience)

Years Experience: 1 - 3 Years of Experience Education: Bachelor's Degree Preferred Certifications: Certification or courses or Degree in computer Knowledge like BCA/MCA/Btech or Diploma courses in Computer Science or likewise Location: IND Gurugram SP Info City-Towers A & B Language Requirements: Time Type: Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.