Sr. Technical Representative, Global Service Desk (TCF)

Sr. Technical Representative, Global Service Desk (TCF)

The Sr. Technical Representative, Global Service Desk (TCF), is responsible for simple to moderate internal user requests related technical assistance over the phone or email, as the first point of contact. This position assists staff with technical support of desktop computers, applications, and related technology. The position's responsibilities require independent analyses, communication and problem-solving. The Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

Essential Functions/Core Responsibilities:

• Assist all our users with any logged IT related incident when called upon.
• Diagnose and resolve system and application-related incidents, including operating systems (Windows) and across a range of software applications.
• Accurately record, timely update and document tickets with relevant and detailed information.
• Maintain a first-class level of customer service ensuring that all customers are treated efficiently and appropriately.
• Assist with resolution of problems related to system or application issues, including OS, MS Office, and other supported applications.
• Perform daily incident management including ticket assignment, troubleshooting, resolution, and closure.
• Conduct all job tasks, duties, and interactions with professionalism, respect, a positive attitude, and following company compliance policies.
• Consistently support and demonstrate the company mission and values.
• Assist users in simplifying everyday computer-related tasks and other shortcuts for various repetitive tasks.
• Execute resolutions to problems and follow standard practices.
• Combine technical expertise with customer service to work towards a resolution.
• Work closely with the rest of the support team members to resolve issues quickly and efficiently.
• Maintain a high level of customer satisfaction and quality support to end-user.

Candidate Profile (Skills, Required Experience): Years Experience: 1 - 3 Years of Experience Education: Bachelor's Degree Preferred Certifications: Certification or courses or Degree in computer Knowledge like BCA/MCA/Btech or Diploma courses in Computer Science or likewise.