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Company Info
Axius Technologies Inc.

20610 Quarter path Trace Circle, Sterling
Sterling, VA, United States

Phone: 7037386662
Web Site: www.axiustek.com

Company Profile


Service Desk Analyst


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Job ID:

15425

Location:

Phoenix, AZ, United States 

Category:

Other
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Job Views:

208

Employment Type:

Full time

Posted:

04.28.2016
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Job Description:

Key required skills: Service Desk/ Outlook/ Wifi /Password/ VPN/ Printer

Roles & Responsibilities
1. Receiving end user calls 
2. Provide first level resolutions
3. Ticket creation/Categorization / Prioritization 
4. Ticket escalation to respective Support Group
5. Incident resolution and recovery 
6. Ticket Closure.
 
Experience (No of years)
1+ years’ experience in 24x7 operations (Candidates earlier worked in international contact/call centers in a voice support process is preferred/must)
Overseas Experience Desirable
 
Desired Skills
1. Good communication skills and customer management experience
2. Work experience with clients outside India or in onsite roles.
3. Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
4. Willing to work in 24x7 environment
5. Good Analytical & Coordination skills are essential.
6. Basic Customer service skills
7. Basic understanding of Computers and Trouble shooting skills required.
8. Customer service orientation and ability to work in a team
9. Good interpersonal and communication skills
10. Customer service orientation and ability to work in a team
11. Excellent Soft skill, Communications skills(Voice & Email) to handle global customers
12. Strong keyboard skills
13. Ability to perform in adverse situations
 
Technical Skill
1. Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc) 
2. Troubleshooting skills on VPN connectivity, dial up , wireless routers
3. Knowledge on active directory, domain controllers etc
4. Exposure to password reset tools
5. Troubleshooting experience using remote control tools
6. Trouble shooting skills and experience in handling Exchange(Outlook)/Lotus Notes environment

Management Skills
1. Skills in written and verbal communication.
2. Skills in managing multi-vendor environment and ability to work with various resolver groups in driving the speedy resolution
 
Mandatory Skills
1. Knowledge/exposure on ticketing tools like Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc
2. Good communication skills and customer management experience
3. Work experience with clients outside India or in onsite roles.
4. Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
5. Willing to work in 24x7 environment
6. Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc) 
7. Troubleshooting skills on VPN connectivity, dial up , wireless routers
8. Knowledge on active directory, domain controllers etc
9. Exposure to password reset tools
10. Troubleshooting experience using remote control tools
11. Trouble shooting skills and experience in handling Exchange (outlook)/Lotus Notes environment. 
 
Qualification :
Any Science / Technical Diploma or Graduation


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