Field incoming help requests from end users via both telephone and work orders in a courteous manner
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes, when appropriate, at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Develop help sheets and knowledge base articles for end users.
Perform related duties consistent with the scope and intent of the position.
Flexibility, problem solving and interest in working with dynamic environment
Hi-Tech Outsourcing Services (Hi-Tech) is a privately owned India-based corporation and has... been in the outsourcing industry for more than 18 years. Hi-Tech is a 100% Export Oriented Company has been a major outsourcing partner to over 500 clients globally, including some of the Fortune 500. Hi-Tech is providing a wide range of IT Outsourcing (ITO), Engineering Outsourcing Services (ESO) and Business Process Outsourcing (BPO) services to clients worldwide. The company was established in 1992 and is headquartered in Ahmedabad with another production facility in Kochi. Read full description