Helpdesk - Service Desk Technician at Percepta South Africa

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

11 Jun, 26

Salary

0.0

Posted On

13 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, PC Hardware Troubleshooting, Software Troubleshooting, Basic Network Troubleshooting, ServiceNow, Ticket Resolution, LogMeInRescue, Cayosoft, Zoom, Security Policies, Customer Service, Windows 10 Enterprise, Problem-Solving, Team Collaboration, Urgency Handling, End-to-End Support

Industry

Outsourcing/Offshoring

Description

Your potential has a place here with TTEC’s award-winning employment experience. As a Helpdesk - Service Desk Technician working onsite in Hyderabad, India, you’ll be a part of bringing humanity to business. #experienceTTEC Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in India says it all! What You’ll Do – Provide technical support by troubleshooting and resolving PC hardware, software, and basic network issues while ensuring timely ticket resolution through ServiceNow. Monitor emails and escalations, handle outages with urgency, and deliver end-to-end support throughout the ticket lifecycle. Follow company security policies and utilize troubleshooting tools such as LogMeInRescue, Cayosoft, and Zoom. Collaborate effectively with teams, maintain strong customer service, and adapt to a fast-paced technical environment. You'll report to Manager During a Typical Day, You’ll · Provide technical support by trouble shooting PC hardware and software. · Perform administrative functions as required. · Monitor and resolve all Service Now tickets within established service level agreements. · The ability to learn and utilize established tools and resources used in troubleshooting (e.g.: LogMeInRescue, Cayosoft, Zoom Video Conferencing software etc.) · Understand and enforce TTEC GISR security policies and procedures. · Complete assigned tickets within established service level agreements. · Monitor email box for ticket and end-user status requests, updates, and escalations. · Must work with a high level of urgency on escalated tickets and outages. · End-to-end resolution during the ticket life cycle. What You Bring to the Role · Experience in PC hardware and software installation, configuration, and troubleshooting. Technical degree or technical certification preferred but not required. · Strong understanding of the Windows 10 Enterprise environment and basic network trouble - shooting skills are required. · Strong customer focus, professionalism and a positive attitude. · Must be able to work as part of a cohesive team and self-driven to accomplish goals. · Has the desire to gain knowledge and experience in various technologies currently used throughout TTEC. · Ability to adapt to an ever-changing and fast-paced environment. · Excellent communication and problem-solving skills within a team environment. · Able to bring alternative solutions to common technical problems What You Can Expect · Supportive of your career and professional development · An inclusive culture and community minded organization where giving back is encouraged · A global team of curious lifelong learners guided by our company values · Ask us about our paid time off (PTO) and wellness and healthcare benefits · And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement) About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you. TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way. #LI-Remote

Responsibilities

The technician will provide technical support by troubleshooting and resolving PC hardware, software, and basic network issues, ensuring timely ticket resolution using ServiceNow. Responsibilities also include monitoring escalations, urgently handling outages, and delivering end-to-end support throughout the ticket lifecycle while adhering to security policies.