4,161 Help Desk Technician jobs in India

Job Description

This role is a Service Desk Technician supporting Experian's Contact Center, also known as the MCE.

The key role of the MCE Service Desk is to be the single point of contact to address and quickly resolve technical issues raised by the end user. The Service Desk operates as a technical resource providing support, testing, and initial triage whenever issues arise within contact center applications. We also manage and maintain all hardware required for the 1200+ agents we support.

Responsibilities:

Provides Tier 1 support (and as assigned Tier 2 support) - Addresses technical issue inquiries received via phone, ticket portal, chat, and email.

Support operational groups across time zones in both India and the US.

Participate in an on-call schedule as required.

Escalate trouble tickets when required

Manage tickets in a timely manner, including opening, updating, and closing to ensure SLA compliance

Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request

Work and interface with end users daily. Install, configure, and support client workstations and laptops

Assist Systems Administrators, Manager and Director in specific project tasks as directed

Management inventory of equipment

Makes recommendations for process improvements and technology changes.

Communicate issues and incidents to all levels of the organization as required.

Create and maintain documents and procedures, with directions from management.

Develop technical solutions and automate repeatable tasks

Assign tickets to the Service Desk team members

Report on service desk teams related activities to reporting manager

Flexible to work on different shift time zones in IST either 9.00am to 6.00pm or 3.00ppm to 12 night

Skills:

Must be able to demonstrate the ability of maintaining privacy and confidentiality, critical thinking skills, follow company policies and procedures

Must have strong customer focus, a demonstrated ability to work within a team of service-oriented individuals, and excellent customer service with professional and courteous communication skills (both oral and written skills)

Must be able to manage multiple priorities and track own activities and tasks; performing work as prioritized by a supervisor, and escalating conflicts and issues appropriately and in a timely manner

Ability to take directions well and follow detailed instructions

Experience working within a technology support organization

Considered expert in all operational best practices, continuously implements new technology solutions to add operational efficiencies.

Experience working with Cisco PCCE applications, Service Now, VDI environments, and remote desktop support tools a plus

Ability to provide timely resolution for all end-user requests and root cause analysis for issues

Experience with JIRA and Confluence, OKTA, Service Now, remote desktop support tools, and MS Active Directory a plus

Qualifications

May require a bachelor's degree in computer science or other technical degree or equivalent experience

Typically requires 8 + years of related experience

Microsoft certification preferred

Ability to plan, organize, and implement projects in a timely manner

Ability to work in a high energy, fast paced environment

Ability to research, review and act independently when needed

Must be able to create clear and detailed technical documentation

Ability to work effectively with cross-functional teams.

Flexible enough to work with different technical skill levels and skillsets

Must be fluent in English

Additional Information

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering. the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

The Help Desk Tech position requires a reasonable amount of experience supporting VPN connectivity, Active Directory, Outlook, MS office products, etc
- General technical skills - Windows 7, Windows 10, MS Office Suite, Exchange, Active Directory, Networking, Wired and Wireless, Desktop and Laptop basic HW knowledge.
- Specific technical skills - Basic knowledge of Multifactor Authentication (MFA) Single sign on (SSO), mobile app usage.
- Excellent customer service skills including telephone etiquette, listening skills, empathy, sense of urgency and enthusiasm.
- Excellent verbal and written communication skills in order to communicate effectively with end-users, peers, management, and client personnel. Accuracy in spelling, grammar, pronunciation & enunciation is a necessity. High level of reading and comprehension. Clear and concise ticket documentation is critical.
- Demonstrated organization and work prioritization skills
- Ability to utilize available resources
- Must be both team-oriented and self-motivated
- Flexibility
- Must work independently with minimum supervision
- Effectively using Remote Desktop Management (RDM) tools
- Ability to work in a fast paced environment with frequent changes
- Must be able to determine incident criticality or escalate action to secure the appropriate resolution provider, using the tools provided.

Pay: ₹240,000.00 - ₹420,000.00 per year

Schedule:

- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Night shift
- Rotational shift
- US shift
- Weekend availability

**Experience**:

- Call center/Tech support: 1 year (preferred)

**Language**:

- Fluent English (preferred)

Work Location: In person

IT Roles | IT Project Engineer | ICT Service Desk Engineer | Help Desk Technician | SAP Professionals

We are seeking expressions of interest for our renowned clients to fulfil the following vacancies in their IT department:

• IT Project Engineer (Level 3) based in Notting Hill - Salary based on experience - $90-100k + Super + Car allowance

• 2 x ICT Service Desk Engineer / IT Helpdesk Technician (Level 1-2) based in Notting Hill and Braeside - Salary based on experience -$65-80k + Super

• SAP Technical Professionals - Various locations in Melbourne - Salary based on experience

If you or anyone you know is interested in this exciting opportunity and want to join companies that will support your development - Contact Good People HR or click the Apply button below!

For a confidential discussion or more information please contact Kristine or 0407 300 881

Thank you for your interest and we look forward to reviewing your application!

IMPORTANT: It is a requirement of all our jobs that you have a PR or AU/NZ Citizenship. A work visa is not sufficient as all our jobs are permanent. Please do not apply if you do not meet these requirements.

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**ABOUT WIND RIVER**

Wind River is a global leader in delivering software for mission-critical intelligent systems. For more than four decades, the company has been an innovator and pioneer, powering billions of systems that require the highest levels of security, safety, and reliability. Wind River helps customers across automotive, aerospace, defense, industrial, medical, and telecommunications industries solve complex technology challenges on their journey toward the new intelligent machine economy.

The company’s software powers generation after generation of the safest, most secure systems in the world. Examples include playing a key role in NASA space missions — such as Artemis I, the James Webb Space Telescope, and multiple Mars rovers — and in recent 5G milestones — including the world’s first successful 5G data session with Verizon and in building one of the largest Open RAN networks in the world with Vodafone.

The company has received industry recognition for its technology innovation and leadership, and for its workplace culture, including global Great Place to Work certification and being named a “Top Workplace” for ten consecutive years. If you want to be part of a unique culture where the lived experience is based on our cultural attributes of growth mindset, customer focus, and diversity, equity, inclusion & belonging, come join us and help advance the future software-defined world.

**Purpose of the Job**

**Mission**

**Responsibilities & Accountabilities**
- Serve as a point of escalation and provide on-the-job training for other Help Desk members.
- Serve as liaison between staff and other departments to resolve issues.
- Maintain the highest level of teamwork and communication.
- Work closely with the Desktop team to perform installations, configurations, upgrade tasks and repairs, including but not limited to Windows, Linux environments.
- Author knowledgebase article submissions through ticketing system (RemedyForce) and other sources of information.
- Provide support services to Wind River employees with technical problems and information technology issues including, but not limited to Microsoft products, Adobe products, VPN, mobile devices, etc., involving desktop, laptop, communication devices or network services from local personnel or from employees using remote access.
- Troubleshoot and resolve minor hardware, software, and networking issues.
- Troubleshooting cell phone (Android / iPhone) issues.
- Respond to Help Desk calls and problem tickets (Incidents), following in-house procedures and escalation processes utilizing our ticketing system (RemedyForce).
- Responsible for timely resolution of problems or escalation on behalf of customer to appropriate support teams.
- Maintains password security, data integrity, and file system security for the desktop environment.
- Creating, maintaining, and deleting user accounts (Windows, UNIX, VPN, etc.).
- Assist in identifying resolution gaps at the help desk, with any standard operating procedures and customer service guidelines relating to IT support.
- Support and troubleshooting of printers.
- Assist in coordinating and performing telecom moves, add and changes, or termination of service, acting as liaison between the telephone operating companies and Wind River Employees in matters dealing with their telecom needs, and providing some degree of technical expertise.
- Setup and manage the phone numbers and voice mailboxes for various sites.
- Supports and maintains effective relationships with users.
- Performs other related duties as assigned.

**Performance Measurement**
- Customer satisfaction
- Remedy Force work report.

**Person Specification**

**Educational Requirements**

Bachelor or equipotent

**Experience/ Competencies**
- 2-4 years of related experience.
- Verbal and written fluency in English.
- Excellent Customer Service Skills.
- Ability to complete tasks in creative and effective ways.
- Demonstrated success achieving goals within broadly defined objectives formulated in tandem with supervisor.
- Ability to work responsibly with or without direct supervision.
- Ability to work on assignments requiring considerable judgment and initiative. Understands implications of work and makes recommendations for solutions.
- Must learn quickly and adapt to a changing environment and be eager to accept new responsibilities.
- Capable of supporting a larger number of employees with Help Desk support that may include troubleshooting, repair and/or configurations on workstations and peripherals.
- Action oriented and strong customer focus.
- Must have Functional/Technical Skills and great at problem solving.
- Ability to think around problems and come up with creative solutions is helpful.
- Able to produce quality in work output.
- Timely Decision making.
- Experience with administration/operation of Active Directory, VPN, RemedyForce.
- A+ or Microsoft certification required.
- Attention to detail.

**Benefits**
-

Hiring for 27 Airport Customer Service Associate Jobs in Bangalore, Tiruchirappalli/Trichy, Kannur, Guwahati, Nashik, Surat, Bhopal, Kolkata, Gulbarga, Goa, for Freshers,Required Educational Qualification is : Higher Secondary, Secondary School, Vocational Course, Diploma, Advanced/Higher Diploma, Professional Degree, , , , with Good knowledge in Ground Staff, Ground Staff Executive, Help Desk Executive, Customer Care Executive, Back Office Executive, Data Entry Operator, Basic Computer Skills, Air Ticketing Staff, Airport Executive, Airport Staff etc.

Experience

0 - 6 Years

No. of Openings

27

Education

Higher Secondary, Secondary School, Vocational Course, Diploma, Advanced/Higher Diploma, Professional Degree, B.A, B.C.A, B.B.A, B.Com

Role

Airport Customer Service Associate

Industry Type

Aviation / Airline / Aerospace

Gender

( Male / Female )

Job Country

India

Type of Job

Full Time

Work Location Type

Work from Office

Face interview location

Mumbai

Job Family Descriptor Manage customer queries related to all services and solutions delivered includes complex customer issues diagnosing and thereby resolving and fixing Act as a conduit between customer and other teams such as engineering architecture etc for any issue resolution Provide L2L3 support to resolve hardwaresoftware issues by applying tehnical expertise Broad outline of the Role Purpose - Broad objective of the role Operating Network - Key External Operating Network - Key Internal Size and Scope of Role - Financial Size and Scope of Role - No. of direct reports Size and Scope of Role - Total team size Size and Scope of Role - Other size parameters Minimum qualification & experience Other knowledge/skills Key Responsibilities Technical Competencies Knowledge / Skills Communication Skills