Tech Mahindra Big Hiring Drive: There is a great opportunity for candidates who are passionate about technological advancement and providing excellent customer care. The job as a Service Desk Technical Support (International Voice) at Tech Mahindra involves assisting global customers by providing prompt solutions to technical issues, managing services desk operations, as well as helping to support IT infrastructure settings. This job is perfect for people with strong communications skills, an passion for troubleshooting and a desire for growth within the IT support industry.
Job Overview:
- Job Location: Tech Mahindra, Pune
- Work Type: Work from Office
- Shift Timings: Rotational shifts (24/7 support), including night schedules
Key Responsibilities
- Support IT-related technical issues via international support via email and voice channels.
- Answer user questions efficiently, while ensuring fast resolutions and a high-quality customer service.
- Troubleshoot Level 1, Level 2, and 3 across the software hardware, networking, and software domains.
- Track, record and escalate issues using IT Service Management (ITSM) tools like ServiceNow, BMC Remedy, HPSM as well as CA Service Desk.
- Support for Microsoft Office and O365 applications that include Outlook, Excel, and Teams.
- Assist with user management tasks in Active Directory, including password resets, account unlocks and a new user setup.
- Resolve issues with desktop operating systems on Windows 7, 8, and 10 platforms.
- Offer remote assistance to troubleshoot issues for laptops, desktops, printers and mobile devices using safe assistance tools.
- Solve issues related to VPN, Citrix, Exchange, LAN, and device connectivity.
- Make sure that your endpoints are protected and ensure the system’s compliance with the support of antivirus and patch management.
- Effectively communicate with customers from all over the world via chat, voice or email.
- Maintain accurate documentation of incidents/resolutions in compliance with ITIL processes.
- Help to improve continuously quality of service and the efficiency of ticket resolution.
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Required Skills and Qualifications
- Education: Graduation is not required applicants from any stream are eligible to apply.
- Experience: 0-5 years of work experience in tech support (voice process required).
- Proficient communication skills both in spoken and written English.
- Basic understanding of hardware, software and troubleshooting network issues.
- A familiarity with ITSM tools remote desktop technologies and the service desk’s operations.
- Experience with Microsoft Outlook configuration, Office 365 administration along with Windows OS setup preferred.
- Ability to manage the user’s accounts, permissions, and support for desktop software.
- Ability to achieve SLAs while keeping a professional attitude in interactions with customers.
Application Process
Candidates who are interested for the Service Desk Technical Support (International Voice) post can apply for the position immediately. Resumes can be submitted directly via email to Vishal.Vincent@TechMahindra.com. The applicants are urged to emphasize relevant experiences in technical troubleshooting, communication, and customer service.