Service Desk (x 2 positions)

ABOUT COFORGE TECHNOLOGIES AUSTRALIA PTY LTD

Coforge is a leading global IT solutions organization, enabling its clients to transform at the intersect of unparalleled domain expertise and emerging technologies to achieve real-world business impact. The Company focuses on three key verticals: Banking and Financial Services, Insurance, Travel and Transportation. This domain strength is combined with leading-edge capabilities in Data & Analytics, Automation, Cloud, and Digital. With over 11,000 employees serving clients across Americas, Europe, Asia, and Australia, Coforge fosters a culture that promotes innovation and constantly seeks to find new yet simple ways to add value for its clients. Learn more about Coforge at https://www.coforgetech.com/ 

REQUIREMENT 

Coforge Technologies Australia Pty Ltd is looking out for Service Desk  (Helpdesk) folks to manage their support project operating from Australia 

Ref : Senior Associate – IT Ops Services

RESPONSIBILITIES

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Trained the Service Desk Technician and Engineers to follow the best practices in Service Desk such as ITIL V2 and V3.
  • Trouble shooting and incident response for client base including Service Desk, Desktop, and Infrastructure support.
  • Modify and troubleshoot all user windows accounts and Outlook distribution list using Microsoft Active Directory

REQUIREMENT

  • Proven experience as a help desk technician or other customer support role
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues

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