Tech Mahindra is hiring For Service Desk Role
- Tech Mahindra
- 1 - 4 years
- Noida, Gurugram
- 4 years ago
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Job Description
Roles and Responsibilities
- Diagnosing, troubleshooting, and developing new solutions that solve the root cause of customer problems in tickets elevated from our L1 support team.
- Writing step-by-step processes and ticket updates to customers using clear and concise English.
- Learning new products quickly and effectively.
- Ensuring the best customer experience by providing superior level of customer service and maximum availability at all times
- Follow best practices defined for each process, including updates to existing tickets
- Diagnose, prioritize, troubleshoot and resolve incidents where possible, or escalate where necessary, within Service Levels, following pre-defined processes accurately in an ITIL environment
- Timely and accurate documentation of work performed, to the standard required and using the systems, processes and/or methods specified.
- Proactively develop knowledge articles to improve the resolution process and increase customer satisfaction in line with Continual Service Improvement strategies
- Meet or exceed all internal KPIs
- Maintain technical and product knowledge and expertise, through research and self-development to ensure support remains efficient, effective and relevant to the business needs of the customer
- Ability to effectively communicate and build relationships with customers
- Provide a high level of technical and operational support to customers, both external and internal
- Assist L1 team in case of any support needed by them.
- Work with senior peers to develop Incident, Problem and change management procedures.
CORE COMPETENCIES:
- Act as a single point of contact for phone calls and emails from US/European user regarding IT issues and queries
- Respond to customer requests via phone and e-mail in a timely and accurate manner
- Ability to work under highly pressurized environment
- Ability to follow defined processes as per customer guidelines.
- Escalate complex issues and bugs to appropriate teams for resolutions.
- Implement application systems, in partnership with IT Solutions personnel
- Investigate and resolve unknown application problems with the help of vendors
- Address operational system issues including installing applications and troubleshooting application and system resource based issues
- Analyse system logs/Memory Dumps/Application logs and identify potential issues and troubleshoot for quick resolution
- Hands-on experience on the multiple operating systems and good in the OS log analysis.
- Familiar with servers/network hardware devices and able to perform troubleshooting and coordinate onsite team/vendors for proper resolution.
- Understanding of DNS, DHCP, Active Directory, TCP/IP, SSL etc.
- Should good in network related understanding and troubleshooting.
- Should be good in command line and commands to execute during server/network troubleshooting.
- Should be comfortable executing batch scripts on Power Shell and Windows batch.
- Escalate/Audit any unnecessary escalations cases passed on with incomplete T.S done.
- Regularly update/Modify KMDB.
Desired Candidate Profile
Exceptional Customer Service experience, including the ability to build relationships with customers
Professional communication skills with the ability to communicate effectively to a diverse audience
Effective time management skills and attention to detail and accuracy
Ability to identify opportunities for process improvements
Ability and willingness to work in a large 24*7*365 Service Desk environment
Exposure to call routing software and ITSM toolsets preferable (Candidate needs to have experience in working tickets on Service Now(Preferred))
Desirable B.Tech/B.E /BCA/MCA.
ITIL certification IT Infrastructure Library (ITIL) certification at a foundation level (preferred not mandatory)
Sufficiently IT literate to make effective use of the applications and systems required to be an effective Service Desk Team Agent
Retail domain knowledge is an added advantage.
Good communication and client handling skills.
Interested candidates can share their resumes at NG*******7@Te*********a.com.
Perks and Benefits
Both sides cabs and incentives
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Voice
Role: Voice
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Any Postgraduate in Any Specialization
Doctorate: Any Doctorate in Any Specialization
Contact Details:
Company: tech mahindraAddress: NOIDA
Location(s): Noida, Gurugram
Keyskills: ITIL ITIL Certified Windows Office IT Helpdesk Networking DNS Application Support Customer Satisfaction Printers DHCP Active Directory IP Telephony IT Service Desk Technical Support Service Desk Problem Management Incident Management
Tech Mahindra
Hutchison Global Services is the fastest growing international 3rd Generation telecom & multimedia brand owned by the Hutchison Whampoa Group. HGS is currently present in ten countries the UK, Ireland, Italy, Israel, Australia, Austria, Denmark, Norway, Sweden and Hong Kong.
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