Responsibilities
Requirement for the role :
- Technical Support will be the 1st point of contact to all the technical needs of the users
- Respond to the user Incidents/requests either via mail, call, chat or in person based on the need.
- Coordinates, diagnoses and troubleshoots reported operational issues in 24/7 environment.
- Provides applications support services to employees with technical problems and information technology issues
- Provides timely resolution of issues, problems or escalation on behalf of customer to appropriate technical personnel.
- Provides case status updates to management and end-users.
- Supports and maintains effective relationships with users.
- Develops, documents, and implements standard operatingprocedures and customer service guidelines relating to IT support.
- Self-starter, fast learner and a team player with strongcommunication and interpersonal skills.
- Tech Support Executive must be willing to take up the most challenging IT issues of Employees and work towards excellence.
- Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork
- Demonstrate behavior consistent with the company’s Code of Ethics and Conduct
- It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem
- Duties may be modified or assigned at any time to meet the needs of the business.
- Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork
- Demonstrate behavior consistent with the company’s Code of Ethics and Conduct
- It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem
- Duties may be modified or assigned at any time to meet the needs of the business.
Qualifications
7+ years of experience in Service Desk Operations and Good understanding IT Systems, Network and Security.
• Good Understanding of Office 365 suite is mandatory.
• Experience in supporting ERP applications such as Dynamics 365, Navision, CRM and HFM is an added advantage.
• Basic networking skills
• Excellent Communication Skills - Oral & written.
• Willingness to work 24/7 in shifts on rotational basis
• Must be a well-organized and quick learner.
• Ability to do multi-tasking and work in a TEAM
• Ability to speak to users across the globe
• Good understanding of ITIL processes.
• Good Understanding of General Administration Concepts.
• Routing/Mail Flow and Set up Installation concepts.
• Troubleshoot issues both at the client (Microsoft outlook) and server side.
• Experience in Monitoring Infrastructure / Servers / Services.
• Good understanding of ITIL and its processes.
Job Description :
• Subject Matter expert and has the great understanding of end to end Service Desk Operations.
• Collaborate on cross-team and cross-product technical issues by working with resources from
other groups and product team as needed to resolve customer issues
• Effectively manage relationships with customers and other stakeholders while ensuring high
customer satisfaction of the overall service experience
• Processes ability to manage a shift independently and ensure priorities are addressed in time.