Trade Floor Support

• Windows 10 OS
• Windows OS based laptops and desktops
• Virtualization (over all)
• Virtual Desktop Infrastructure Support
• Citrix Environment & Application Virtualization
• Thin Client Support – i.e. Dell Wyse 3040 and Dell Wyse 5070
• MS Office Products & MS O365 Platform
• IT Asset Management and Software License Management

Job Description:

• Minimum 2 years of experience in IT Helpdesk or 3 years of experience in Customer Service Support (non-IT) – BPO
• Holding IELTS certification at minimum level of 5 ~6
• Excellent verbal and written communication skill in English Languages
• Effective communication with excellent probing skills.
• Self-motivating, proactive and a team player.
• Able to operate within customer standard operating procedures
• Hardware knowledge for Desktop & Laptop with Microsoft Windows 10 OS
• Knowledge in Office 365
• Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA’s
• Able to operate effectively in a team environment with both technical and non-technical team members
• Experience in a large organization call handling, knowledge navigation, troubleshooting on a large-scale help desk environment
• Working knowledge of ITIL methodologies, such as Incident, Request& Problem management
• Working technical knowledge of current protocols, operating systems, and standards.
• Knowledge of all software applications used within the organization
• Able to operate effectively in a team environment with both technical and non-technical team members
• Able to operate with minimal supervision
• Able to manage time effectively, set priorities appropriately and holding accountability.
• Record interaction using ticket tool with proper classification
• Perform account unlock/password reset as per defined process
• Dispatch tickets to support groups post gathering required information
• Refer Knowledge base and perform troubleshooting as per defined process
• Follow up and closure of incidents to ensure customer satisfaction
• Diagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents
• Standard 9 Hours of shift (including 1 hour of lunch) – weekends are officially OFF, except special requests for change.

Job Type: Contract

Pay: $23.00 - $25.00 per hour

Schedule:

• Day shift

Experience:

• Trade support: 3 years (Required)

Ability to Relocate:

• Newyork, NY 10019: Relocate before starting work (Required)

Work Location: In person