What will you do
It s a Helpdesk Specialist role. You would be part of the 24/7 customer facing support team and ensure support / resolution for all incidents . You will be part of an autonomous team handling Incident management, troubleshooting, fixing the problems and much more. The 24/7 customer support team would be the focal for all customer communication regarding any support issues /incidents.
Job Responsibilities:
- Accountable for the incident resolution process and be the focal from a customer perspective for all support issues.
- Taking ownership for all registered support incidents, working with relevant second line/delivery teams to take it ahead for resolution
- Driving the communication with internal and external stakeholders for the incidents as appropriate
- Work internally within the organisation as per the escalation matrix to ensure that we deliver and resolve issues within the SLA
- Responsible for the proactive monitoring and the associated actions to fix the issues on time before it causes customer impact
- Analysing and Providing inputs on repeated incidents/patterns on issues which can be taken up for fixes
Prerequisites:
- Knowledge about Windows OS and Windows Server
- Basic SQL knowledge
- Incident Management process
- Excellent Written and verbal skills
Education Qualification:
- Any graduate having Computer/IT as a specialization area.
- Minimum 50 % IN HSC/SSC/Graduation/Masters (if any)
- No gaps in between academic years
- 0-1 year of experience with Case/incident Management Systems
Bonus:
- Expert in SQL queries and database analysis.
- Knowledge about FTP, VPN and similar techniques
- Basic knowledge about programming languages and development processes (.NET, C#)