Introduction:
In this blog post, we will explore the responsibilities and qualifications required for a Service Desk Technical Support role in Bellandur, Bangalore, serving European clients. This information will help job seekers understand the expectations and qualifications for this position.
Responsibilities:
L1 Service Desk Technical Support (JL2A & JL3A) - Voice+Chat (NO 2B): The primary role involves providing technical support to clients via both voice and chat communication. This encompasses addressing Level 1 technical issues and ensuring a high-quality customer experience.
European Client Support - WFO/WF Location in Bellandur, Bangalore: You will be responsible for serving European clients based in Bellandur, Bangalore, following their Work From Office (WFO) or Work From Home (WF) requirements.
24/7 Weekly Shift Roster and International Call Handling: Be prepared to work in a 24/7 shift environment, including handling international calls. This role demands flexibility and adaptability.
Troubleshooting Expertise: You will troubleshoot various technical issues, including VPN connectivity, BSOD (Blue Screen of Death) errors, BitLocker encryption, Microsoft Teams problems, password resets, Active Directory matters, printer issues, Outlook and webmail configurations, add-ins, PST/DST (Daylight Saving Time) adjustments, BIOS settings, drivers, and software installations.
Ping Command: Familiarity with using the Ping command to diagnose network connectivity issues is a valuable skill.
Understanding Service Requests vs. Incidents: Distinguish between service requests (pre-planned support) and incidents (unplanned issues) and prioritize responses accordingly.
SLA and Metrics Management: Stay aware of Service Level Agreements (SLAs) and metrics to ensure client satisfaction and performance goals are met.
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