Service Desk Executive Job in Mumbai at Blenheim Chalcot India

Blenheim Chalcot is hiring for the role of Service Desk Executive!

Responsibilities of the Candidate:

• Work on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (SMT).
• Communicate with users by phone, email, and via intranet.
• Deliver a high standard of customer care, by taking ownership of incidents.
• Take part in IT service improvement.
• Provide technically accurate solutions to users and customers.
• Maintain the accuracy of the SMT and related databases by updating new user information, relocations, etc.
• Update the Knowledgebase by adding articles and supplying new documentation where appropriate.
• Continuously communicate with internal customers to provide updates on incident resolution.
• Liaise directly with external maintenance suppliers.

Requirements:

• Experience of working within a customer service environment, preferably within IT.
• Good problem-solving aptitude and skills.
• A positive analytical attitude to support process and performance improvement.
• Ability to diagnose technical faults quickly and accurately over the telephone, using the remote assistance tools and techniques available.
• Knowledge of current Microsoft Windows computer operating systems.
• Knowledge of hardware and systems software installation and support.
• Knowledge of PC hardware components and peripherals.
• Knowledge of standard business applications e.g. current Microsoft Office suites, popular web browsers, Microsoft Exchange email clients
• Maintains an open-minded approach, fosters resilience and inclusivity, leads complex projects with multiple stakeholders, makes effective decisions.