Offer summary

Qualifications:

Excellent English communication skills and customer management experience., Strong knowledge of operations/service delivery and ability to manage critical situations with minimum supervision., Basic understanding of computers and troubleshooting skills required., Good analytical and coordination skills are essential..

Key responsabilities:

Handling end user calls, chat, email, and web tickets.

Providing first level resolutions and ticket creation/categorization/prioritization.

Escalating tickets to the respective support group and ensuring incident resolution and recovery.

Closing tickets after resolution and maintaining documentation in the ticketing tool.

Job description

Role:- Service Desk Analyst/Helpdesk support
Location:- GTA (Remote)

Job Description:-
Responsibilities

Handling end user calls, chat, email, Web Tickets
Provide first level resolutions
Ticket creation/Categorization / Prioritization
Ticket escalation to respective Support Group
Incident resolution and recovery
Ticket Closure

Desired Skills

Excellent English communication skills and customer management experience

Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision

Willing to work in 24x7 environment
Good Analytical & Coordination skills are essential.
Basic Customer service skills
Basic understanding of Computers and Trouble shooting skills required.
Customer service orientation and ability to work in a team
Good interpersonal and communication skills
Customer service orientation and ability to work in a team
Excellent Soft skill, Communications skills(Voice & Email) to handle global customers
Strong keyboard skills
Ability to perform in adverse situations

Technical Skills

Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe, Apple, Google, etc)
Troubleshooting skills on VPN connectivity, dial up , wireless routers
Knowledge on active directory, domain controllers etc
Exposure to password reset tools
Troubleshooting experience using remote control tools
Trouble shooting skills and experience in handling Exchange(Outlook)/Lotus Notes environment

Mandatory Skills

Ability to Multitask (call handling + documentation in ticketing tool + handling chat)

Good knowledge on VPN concepts and troubleshooting VPN connections
Knowledge on Virtual Machines / Citrix
Good knowledge on troubleshooting Office365, Outlook etc.
Knowledge/exposure on ticketing tools like Remedy, ServiceNow
Knowledge on active directory, domain controllers etc.
Exposure to password reset tools
Troubleshooting experience using remote control tools
Trouble shooting skills and experience in handling Exchange(Outlook)/Lotus Notes environment
Understanding of Desktop and Mobile Applications
Understanding of Computer Networking and Internet
Configuring Small Office and Home Office networks
Good communication skills and customer management experience
Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
Willing to work in 24x7 environment
Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc)
Troubleshooting skills on VPN connectivity, dial up , wireless routers
Knowledge on active directory, domain controllers etc
Exposure to password reset tools
Troubleshooting experience using remote control tools
Trouble shooting skills and experience in handling Exchange (outlook)/Lotus Notes environment.

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.

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