Job Information
altafiber IT Service Desk Agent II in Chennai, India
Position : IT Service Desk Agent II
Location : Manapakkam, Chennai, IND-TN
Job Purpose :
The IT Service Desk Agent (Tier 1) is the first point of contact for end-users seeking technical assistance for IT-related concerns. This role is pivotal in ensuring users receive timely and effective support, thereby maintaining optimal business continuity and productivity.
Essential Functions:
Incident Management:
Receive, log, and manage incoming IT support requests from end-users via telephone, email, or other communication channels.
Provide first-level diagnosis and resolution of technical issues, aiming for first-contact resolution whenever possible.
User Communication:
Provide clear, concise, and timely communication to users about the status of their issues, ensuring they are kept informed throughout the resolution process.
Escalate unresolved incidents to the appropriate support teams or individuals, providing detailed information about the issue and steps taken for resolution.
Documentation:
Accurately record and document all details of the incident, including troubleshooting steps taken, in the Service Desk system.
Utilize and contribute to the knowledge base for troubleshooting and resolution.
Technical Support:
Assist users with basic hardware, software, and network-related issues.
Reset passwords, configure systems, and guide users through step-by-step solutions in a clear and user-friendly manner.
Team Collaboration:
Collaborate with Tier 2 and Tier 3 support teams for issue escalation, ensuring efficient and effective handovers.
Share insights and learnings with peers, fostering a collaborative team environment.
Continuous Improvement:
Provide feedback on recurring issues and suggest improvements to reduce incident volume.
Participate in training and development sessions to enhance technical skills and improve service delivery.
Education:
- Four years of College resulting in a Bachelor's Degree or equivalent
Certifications, Accreditations, Licenses:
- N/A
Experience:
- 3-6 Years
Special Knowledge, Skills, and Abilities:
Excellent verbal and written communication skills with a customer-first attitude. Provide Service Desk Services in English.
Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field.
3 years of experience in a technical support or customer service role.
Strong technical acumen with the ability to troubleshoot common hardware, software, and network issues.
Ability to handle stressful situations with patience and professionalism.
Proficient in using Service Desk software and tools.
Basic knowledge of ITIL practices is a plus.
Ability to work in rotational shifts to provide 24/7 support if required.
For remote work scenarios, a reliable and fast internet connection is required to ensure seamless and effective service delivery.
Supervisory Responsibility :
This position does not have employee direct reports but does serve as a "lead" role for others doing similar work.
Work Environment :
The work is primarily performed in an office or remote environment.
CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com .
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.
Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens will be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.