RDP Workstation Pvt Ltd

Hyderabad, Telangana

Responsibilities1. Manage the help desk team and evaluate performance.2. Escalating and routing the tickets to the next level team with the proper support metrics.3. Respond to requests for technical assistance in person, via phone, chat or email.4. Ensure customer service is timely and accurate on a daily basis. Set specific customer service standards.5. Contribute to improving customer support by actively responding to queries and handling complaints.6.Establish best practices through the entire technical support process.Follow up with customers to identify areas of improvement.Develop daily, weekly and monthly reports on the help desk teams productivity.Provide customer feedback to the appropriate internal teams, like product developers.Answer incoming customer phone calls and e-mail while providing superior customer service.Responsible for the ownership of incident creation, resolution and closure.Utilize current problem and knowledge management software in accordance with standard operating procedures to track all inbound calls, e-mails and service requests.Actively listen to each customers request; confirm an understanding of the issue, diagnose the problem and provide an accurate solution.RequirementsFreshers with Bachelors/Masters degree or Diploma In Computer Science, Information Technology or relevant fieldMust have a take charge personality but also possess a strong teamwork ethic.Able to work under pressure in a fast-moving environment.Excellent communication, analytical and problem-solving skills.Adaptable, flexible and able to multitask.Presentable; good interpersonal skills; quick learnerBenefits/ CompensationTerms & Conditions of the Employment:The initial designation would be Management trainee /Trainee. The candidate will be in a training period for first 6 Months and then from 6th Month to 12th Months they will be in the On Job Training. The Shortlisted Candidate will have to sign the Employment Bond for the Perio

We are looking for a Senior Inside Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. The responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use screen sharing and other similar applications to give clients quick answers to simple IT issues. For more complex problems that require specific instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.ResponsibilitiesResearch and identify solutions to software and hardware issues.Diagnose and troubleshoot technical issues, including account setup and network configuration.Ask customers targeted questions to quickly understand the root of the problem..Track computer system issues through to resolution, within agreed time limits.Talk clients through a series of actions, either via phone, email or chat, until theyve solved a technical issue.Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).Provide prompt and accurate feedback to customers..Refer to internal database or external resources to provide accurate tech solutions.Ensure all issues are properly logged.Prioritize and manage several open issues at one time.Follow up with clients to ensure their IT systems are fully functional after troubleshooting.Prepare accurate and timely reports.Document technical knowledge in the form of notes and manuals.Maintain jovial relationships with clients.RequirementsProven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.Hands-on experience with Windows/Linux/Mac OS environments.Good understanding of computer systems, mobile devices and other tech productsAbility to diagnose and troubleshoot