Wednesday, 10 August 2016

CSS Corp walk-in for IT Helpdesk Engineer on 09 Aug - 12 Aug 2016

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CSS Corp walk-in for IT Helpdesk Engineer on 09 Aug - 12 Aug 2016

Company Profile:

CSS Corp is a global technology services company supporting enterprise and consumer products, deploying networks and managing IT infrastructure (stand alone, cloud or mobile enabled). We partner with many of the Fortune 1000 companies to help realize their strategic business outcomes and be future-ready. Our expertise and in-depth understanding of the enterprise & consumer tech support space, along with proven pedigree in Remote Infrastructure Management Services (RIMS), helps enhance IT availability and business efficiency, to more than 140 customers worldwide. Our R&D arm, CSS Corp Innovation Labs designs and develops products and IP, creates platforms and solutions to accelerate IT transformation and enable faster go to market for customers.

Job Description:
  • Dealing with incoming calls in a professional, courteous manner over the phone and via email.
  • Taking ownership of the calls and managing them in a logical and methodical manner.
  • Correctly logging incidents and faults, categorizing and prioritizing them in line with the team procedures/process.
  • Conducting full and thorough diagnostics with users to enable first call resolution.
  • Ensure all faults are progressed and cleared within SLA escalating to other internal and external teams as appropriate.
  • Managing incidents through their entire life cycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
  • Diagnosing and resolving problems to the customers satisfaction.

Skills:

  • Customer-focused and Excellent Communication skills. 
  • Able to articulate and speak with clear voice.
  • Thorough knowledge of troubleshooting remote access issues.
  • Diplomatic and must have interpersonal skills and should be able to understand the businesss objectives.
  • Able to understand and accept that the Customers issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field.
  • Keen interest in networking and WAN technology.
  • Must be able to demonstrate a customer first approach to support.
  • Ability to liaise and communicate confidently and professionally with the customer representatives at all levels.
  • Natural aptitude for troubleshooting and problem solving.
  • Highly organized and able to work on own initiative to complete the range of tasks required.
  • Flexible and willing to work outside core business hours as required.
  • Minimum 1 year experience in a helpdesk or technical support environment.
click to apply

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