Job Description

• Excellent verbal and written communication in English is must
• Should have basic knowledge on ITIL process and international Client handling over the phone and email
• Meet established service level metrics for call response, technical support and customer service
• Provide Help Desk Support for End users and Level 1/2 support of IT Infrastructure and Applications
• Log Incidents/call tickets into Ticketing tool, monitor incoming customer ticket queues for assignment, follow-up and resolution
• Follow and complete IT Service desk opening and closing checklists
• Research and update knowledge base for solutions that can be used to provide first call or contact resolution
• Perform installation/troubleshooting/configuring of MS outlook Client, MS Office, Applications software, Antivirus Software, Internet explorer and basic network troubleshooting
• Use remote tools such as Remote Desktop support, Dame Ware/Bomgar, Team viewer etc..(It’s an optional) to troubleshoot and resolve end-users laptops, desktops.
• Provide follow-up service to End-users to ensure that service provided by Help Desk has addressed their needs in a timely and efficient manner
• Candidates should be open to work in 24*7 shifts environment
• Candidates having more than 1 year of education gap and applied in last 6 months with Hexaware are not eligible for this drive

Skills Required

• Good communication Skills and Verbal Skills
• Good teamwork
• Problem solving
• Initiative and enterprise
• Planning and organizing
• Self-management
• Quick learning Skills
• Good technology Subjects.