Provide 2nd line support for End-user services for the users as per the ITIL process.
Incident, Request & Question handling
Routines and tools improvement
Well organized and attentive to details
Ability to work in a global, multi-cultural, diverse team, open to different ideas and opinions and develop networking
Ability to work in a technically complex environment as well as on taking into account organizational and processes aspects
Good skills in the English language, both written and spoken
Good at problem resolution
Good collaboration skills
Good listener likes to share knowledge, and in continuous improvement
Good Technical for related technical areas (OSD, Bitlocker, SCCM 2012, SCCM2016, Windows 7, Windows 10, MS apps, Citrix, AD, DFS, GPO’s, Scripting, Hardware, Sharepoint and Team place)
Should have hands-on experience in supporting international customers. Taking end to end responsibility on customer technical issues.
(1.) To adhere to quality standards, regulatory requirements and company policies
(2.) To provide support for on-call escalations and doing incident and problem management
(3.) To independently resolve tickets and ensure that the agreed SLA of ticket volume and time are met for the team
(4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
(5.) Work on value-adding activities such as Knowledge base update and management, Training freshers, coaching analysts and conducting interviews or participation in hiring drives
(6.) To participate or contribute to EN business in the creation of proposals to drive Service improvement plans.
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