Job Title: ASSOCIATE HELP DESK ENGINEER - Voice Process
Location : Gurugram Experience : 0-2 Years Education :
- B.tch/MCA
Job Summary : Key Responsibilities :
- Provide technical assistance to users over voice calls.
- Diagnose and resolve basic hardware, software, and network issues.
- Log and track all support requests in the ticketing system.
- Follow standard operating procedures (SOPs) for issue resolution.
- Escalate unresolved or complex issues to the next level of support.
- Maintain transparent and professional communication with users.
- Provide step-by-step guidance to users for issue resolution.
Required Skills & Qualifications :
- Bachelor’s degree in any discipline (preferred in IT or related field).
- Valuable verbal and communication skills in English and Hindi.
- Basic knowledge of computers, operating systems,
and networking.
- Ability to troubleshoot common technical issues.
- Strong problem-solving and customer-handling skills.
- Willingness to work in rotational shifts (including night shifts if required).
Preferred Skills :
- Familiarity with ticketing tools (e.g., ServiceNow, Zendesk, Freshdesk).
- Basic understanding of ITIL processes.
- Prior experience in a voice support or helpdesk role is an advantage.
Key Competencies :
- Customer-centric approach
- Good listening skills
- Team player
- Ability to work under pressure