Position:  Sr. Associate – IT Help Desk

Qualification: Graduate

Location: Mumbai

Key Responsibilities:        

• Primary responsibility is user support and customer service. Be present and visible in the Help Desk and available to users requiring technical assistance.
• Respond to questions from callers; remotely assist all employees, staff, and other users with technology problems in offices.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using call tracking software.
• Manage the circulation of manuals, or other materials as appropriate.
• Attend all Help Desk training sessions.
• Become familiar with available help resources; stay updated on technology changes or problems.
• Become familiar with policies procedure of Service Organization as well as Customer.
• Escalate calls and queries to appropriate Technical Staff as necessary if problems are not resolved.
• Follow up with individuals to confirm whether all escalated queries are resolved by senior members.
• Maintain reasonable discipline and decorum in the Help Desk.
• Other duties as assigned by the Help Desk Team Lead.

Experience and Qualifications:

• Graduate from any stream
• Excellent communication skills with neutral accent
• Good basic working knowledge of Microsoft Windows, Office and any other common desktop tools
• Experience with working on a Helpdesk Ticket Management solution will be a great plus
• Experience with Microsoft based desktop support would be a great plus
• Experience in supporting any Enterprise scale applications (as a level 1 helpdesk) would be a great plus
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others; must be willing to work during night as well as day times
• Ability to provide technical support over the phone; good phone skills, professional demeanour, previous customer service experience for the period of 1-2 yrs strongly desired
• Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
• Ability to work responsibly with or without direct supervision
• Working knowledge of common operating systems and software applications
• Willingness to travel abroad as per business needs
• Must have valid Passport

Apply to careers@inventurus.com