IT Service Desk Analyst

Gurugram, Haryana, India Req #3743
יום חמישי 09 ספטמבר 2021



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.

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



  • 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


  • 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

Other details

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