IT Helpdesk Analyst

Gurugram, Haryana, India Req #1954
Tuesday 4 June 2019

Position Description:


  • 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.


  • Graduate in any discipline

  • Experience- 0 to 2 Years in Technical Helpdesk 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

Other details

  • Pay Type Salary
Location on Google Maps
  • Gurugram, Haryana, India