IT Service Desk Analyst

ABOUT US:

Prometric is a trusted test development and delivery provider to more than 300 organizations worldwide. In order to start a new career, further developing existing skills or adding qualification for a promotion, taking school entrance exams or simply for professional development, people taking tests want a reliable, convenient and hassle-free experience. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.

Moreover, please visit the detailed Company profile @ www.prometric.com

Please find below Job Description & Interview details for your reference.

Responsibilities:

• Support the clients & provide resolution of procedural, process, information and technical problems for requests from testing center administrators submitted by Inbound Calls, email, chat
• Multitask and support customers on more than one channel, call & chat at the same time
• Document & provide audit trail of all problems and resolutions (problem description, troubleshooting steps taken, resolution) through the use of Incident Management tool
• Take ownership of problems, and follow appropriate escalation paths to ensure the problems are resolved in timely and effective ways to meet customer service and Global Help Desk metrics
• Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the windows XP & Win 7 platform based Prometric Applications
• Act as advocates for the testing center administrators to ensure their needs and concerns are addressed and/or escalated
• Follow established procedures for call and chat referral, escalation and problem resolution with Level 2 Engineers globally
• Work with different Site / Onshore engineers to support
• Regular Follow-up with customer and different resolver groups or teams to work towards resolution of open tickets
• Work cooperatively with other team members – including those in other regions
• Recommend changes or additions to existing procedures that will improve the overall effective operation of the Global Help Desk support model
• Perform other duties as assigned
• Working knowledge into Active Directory preferred
• Logical bent of mind to isolate the root cause of the technical issues
• Proficiency in Remote Desktop troubleshooting , router & LAN  troubleshooting
• Learn new skills and demonstrate high levels of proficiency with new technologies, tools and procedures as required

Candidate Skills/Requirements:

• Graduate in any discipline
• Experience: 1 to 3 Years in Technical Helpdesk would be preferred
• Proficiency with Command Prompt, XP, Win 7 and general networking commands and hardware configuration support
• Understands Printer Troubleshooting
• Excellent customer service skills and focus
• Ability to communicate in English (written and verbal) in a clear, concise and patient manner
• Excellent listening and conversational skills
• Ability to work in NIGHT Shift with rotational weekly off
• Ability to work in a dynamic environment and adapt quickly to change
• Ability to work as part of a team to accomplish common goals
• Good conflict resolution skills
• Good typing skills

KEY POINTS TO NOTE:

• Shift Timings                      :              5:00 pm – 5:00 am Shift Window (9 Hours Shift Between this Shift Window)
• Night Shift Allowance      :              INR 2500/- per month
• Transport Facility Available (Both Sides Pick/Drop) except Noida, Ghaziabad and Faridabad locations
• Monthly Incentives
• Meals not provided
• Blended Profile (Voice; Chat & Email)

If you are interested in the opportunity, please email your resume at indiahr@prometric.com.