Company Name: VARITE India Private Limited
About The Client:
Client is a global technology solution and services leader providing business-friendly solutions, that enable future-readiness for clients. We seamlessly bring together digital expertise, solid industry-specific alliances, and deep domain expertise from ITC Group businesses. Our solutions and services are focused on Banking and financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality. ITC Infotech is a wholly-owned subsidiary of ITC Ltd, one of India’s most admired companies.
About The Job:
- As a seasoned Service Desk Engineer, you’ll be responsible for providing technical assistance and support to end-users, diagnosing, troubleshooting, and resolving hardware and software issues.
- The role is conducted remotely, primarily using remote desktop tools, phone, or email.
- The technician ensures timely resolution of incidents, maintains high customer satisfaction, and escalates issues when necessary.
Essential Job Functions:
- Provide Remote IT Support: Troubleshoot hardware, software,
and network issues via remote desktop tools, phone, or email.
- Incident Management: Log, track, and resolve incidents and service requests in a timely manner following the company's SLAs.
- Technical Assistance: Assist users with issues related to computers, printers, mobile devices, operating systems (Windows, macOS), software applications, and network connectivity.
- Account and Access Management: Handle user account setups, password resets, and manage access rights as per company policy.
- Escalation Management: Escalate complex issues to higher-tier support teams or vendors, ensuring proper follow-up.
- Document Resolutions: Create and maintain detailed documentation of solutions, knowledge base articles, and support processes.
- Customer Interaction: Maintain high standards of customer service by communicating clearly and effectively with end-users, understanding their issues, and provid
📌 Service Desk (Mumbai)
🏢 VARITE
📍 Mumbai