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For your reference, we have included the original job posting below.
IT Help Desk Analyst
Job Number:
26324912
Company Name:
NCR
Job Location:
Mumbai, IN
Job Category:
Information Technology
IT Help Desk Analyst
Title: IT Help Desk Analyst Location: India-Mumbai
JOB TITLE: IT Helpdesk Analyst REPORTS TO: Manager - ITS Help Desk SALARY GRADE: 4
PRIMARY RESPONSIBILITIES 1. Provide best-in-class first line support (Operating system, network access, productivity tools, business applications, printer connectivity etc.) to NCR and Teradata associates 2. When a problem is reported, the Help Desk analyst must identify the symptoms, analyze root cause, review Knowledge Base instructions and provide appropriate information to resolve the issue. 3. Responsible for escalation and co-ordination with other centres of expertise (e.g. Network Ops team, application support teams, etc). 4. Follow-up with Level 2 support teams for timely completion of tasks. 5. Engage third-party vendors like Canon, Dell, etc. for hardware issues.
ADDITIONAL RESPONSIBILITIES 1. Agents may be asked to assist in testing of new applications and provide feedback. 2. Agents will provide input to the Knowledge Specialist as and when required.
KNOWLEDGE AND SKILL REQUIREMENTS 1. Thorough knowledge of Windows Operating system (Windows XP/2000) 2. Hands-on experience/knowledge of working with computers, browsing on internet and using Internet Explorer. 3. Knowledge of networking concepts, troubleshooting internet connectivity problems. 4. Knowledge/experience of MS Office applications, mainly Outlook and Excel. 5. Knowledge/experience of installing and repairing Operating System. 6. Ability and willingness to learn quickly.
BASIC COMMUNICATION REQUIREMENTS 1. High proficiency in English grammar, vocabulary and sentence structure. 2. Good written English communication skills. 3. Fluency in speech - Ability to hold a conversation with ease, proper sentence construction that can be easily understood. 4. Listening skills - Ability to comprehend the speaker and respond appropriately. 5. Clarity in speech - Neutral accent, appropriate rate of speech, pleasant voice and confident tone. Educational Qualification: HSC/Diploma/Degree or Equivalent
PREFERRED COMMUNICATION SKILLS 1. Telephone etiquette (basic skills of call handling) 2. Voice (tone, pace, volume, pitch) 3. Customer service skills (persuasion, empathy, helpful attitude)
