Keyword

Remote Resolution Executive, Desktop Support Technician, Technical Support Specialist, Systems Administrator

Minimum Preferably Diploma

Certified training for Remote Helpdesk Technician (programme aligned to ELE/Q4604 released by Electronics Sector Skills Council of India)

2 years in repair and customer handling for Diploma

The tasks a Remote Helpdesk Technician is expected to perform include:

Providing customer support via telephone by identifying, trouble shooting and resolving the technical queries

Receivingandunderstandingcustomer?squeriesandresolvingtechnicalproblem

Engaging with the customer on phone

Collecting customer information on phone

Recording the customer details and documenting the call

Achieving productivity targets set by the company

Knowledge of company?s products and recurring problems reported

Well-versed with different types of IT hardware products and their operating system

Knowledge of basic electronics of system hardware

Knowledge of hardware maintenance

Well versed with functions of electrical and mechanical parts/ modules

Knowledge of relevant reference sheets, manuals and documents to be used at work

Well-versed with internal process system and their usage

Knowledge of different models of after sales support Proficient in using reference manual

Knowledge of memory, input, output and storage devices

Not applicable

Good communication skills

Rapport Building

Positive attitude Patience Good listener

Basic etiquette to be followed while interacting with customers Good interpersonal relationship building

Trustworthiness Self-motivated

Problem solving ability

It is a desk job

Work from home option maybe available

Part-time work and contractual jobs are available

Local travelling is not part of this job role

Need not handle a team Working hours

Working hours include 10/12 hours every day for 5/6 days a week. This may vary from company to company

Shift system is available

Is the job suitable for a candidate with special needs?Maybe

This job is considered mildly hazardous or dangerous Health risks include exposure to prolong hours on the phone, sitting in one position, odd working hours, etc.Occupational hazards include hearing problems, back pain, soreness, stress, obesity etc.

For freshers INR 15,000 to INR 18,000 per month For candidates with 2-3 yearsof experience or more - INR 25,000 to INR 30,000 per month (These figures are indicative and subject to change)

Current Scenario of ITES/BPO sector in India

The Indian IT and ITES Industry recorded a turnover of US $ 60 billion in 2009, with exports accounting for about US $ 47 billion and contributing to over 70% of industry revenues. The industry has grown at a CAGR of close to 30% between 2004 and 2009.

The major segments of the Industry are IT Services, BPO, and Engineering Services, R&D, and Products. Much of the activity is centred on service offerings in Banking, Financial Services, and Insurance (BFSI), Hi-Tech and Telecom, Manufacturing, and Retail. These are also referred to as various ?industry verticalsin common parlance.

Future trends in ITES/BPO sector in India

Sustained technology spending globally, and increasing GDP growth and spending in India are expected to be primary drivers of growth. A shift would occur in terms of customer expectations, led by innovation, end-to-end offerings, risk management, and compliance. It is expected that the ?outsource ablemarket would expand from the current US $ 500 billion to about US $ 1.5 to 1.6 trillion by 2020.

Sustained GDP growth, increasing public sector spends, and adoption of IT by industry would drive the domestic component of the market. Given these factors, it is expected that the Indian IT and ITES Industry would record about US $ 220 billion in exports and US $ 60 billion domestically by 2022, totalling to about US $ 260 billion growing at a CAGR of 12.8%. This growth can be much more with markets opening up further and supported by large investments in innovation, skill building, IP creation, and development of IT infrastructure in tier-2 and tier-3 cities.

Based on the trends witnessed in productivity and the likely growth potential of the IT and ITES industry, it is expected that the industry would result in an incremental employment of about 7.5 million persons directly by 2022. A large portion of this employment is expected to occur in the ITES (BPO/KPO) exports sector, followed by IT exports and then in the domestic market.

Call centres of IT hardware companies across India

Call centres of electronic companies across India

Towns and cities across India

Will be updated

Directorate of Vocational Education & Training, 3, Mahapalika Marg, Post Box No. 10036, Mumbai 400 001 Phone : 22620603 / 22620604 / 22620293,http://www.dvet.gov.in/

Govt. College Of Engineering, Mangattuparamba, Parassinikkadavu (P.O), Kannur-670 563, Keralhttp://www.gcek.ac.in/

College of Technology and Engineering, Udaipur-313001 Phone: +91 294 2470837 (O), http://www.ctae.ac.in/

Sir C.V. Raman Industrial Training Institute, Dheerpur, Delhi 110009, Phone: 011-27608082http://www.delhi.gov.in/wps/wcm/connect/doit_cvri_iti/Sir_CV_Raman

Government Polytechnic, Industrial Area, Jahangirabad Road , Sommiya Nagar , Barabanki, Uttar Pradesh, India - 225 123 Phone : 05248 230680www.gpbarabanki.org

Bharatiya Vidya Bhavan, Kasturba Gandhi Marg, New Delhi 110001, Phone: 11 -23382005 / 23389942http://www.bvbdelhi.org