WORK LOCATION: Chennai
Requirement 1.
SD L1 Support - Non-voice support (EMail and Chat) .
Responsibilities:
The Analyst (Email & Chat) is responsible for Creating Tickets Regarding Customer issues & providing resolution through Email & Chat.
This will include:
Creating Tickets for various issues reported by the user
Providing Technical resolution through Email & Chat
Provide remote resolution using Bomgar, as required
Ensuring that the Emails & Chats are being responded and resolved within the defined SLAs.
Creating necessary Technical, Process & Procedure documents to keep the knowledge base updated.
Essential Skill and Experience:
Minimum 2 years experience in Information Technology or a related field.
Good written and spoken communication skills in English.
Desktop troubleshooting knowledge (Troubleshooting skills on Windows OS, EMail client (Lotus Notes, Outlook) and related office packages)
Ability to work in 24/7 shift Environment
Desired Skills and Experience:
Frontline HelpDesk experience
Remedy tool knowledge
Experience in working with phone based and Email/Chat communications
Ability to understand and translate technical concepts from a business impact perspective.
ITIL Awareness
Good typing speed
Requirement 2.
SD L1 Support -Work Flow Management
Responsibilities:
The L1 Analyst (WFM) is responsible for follow up on tickets for closure, validating the closure and tracking the SLA performance.
Essential Skill and Experience:
Minimum 2 years experience in Information Technology or a related field.
Good written and spoken communication skills in English.
Basic Desktop troubleshooting knowledge
Experience in a high pressure environment; working towards tight and shifting deadlines.
Ability to work in 24/7 shift Environment
Desired Skills and Experience:
Frontline Helpdesk experience.
Remedy tool Knowledge.
Experience in working with phone and Email communications.
Ability to understand and translate technical concepts from a business impact perspective.
ITIL Awareness
Good MS Excel skills
AREA: Service Desk
EXPERIENCE, CHARACTERISTICS & KEY SELECTION CRITERIA:
Relevant Exp.: 18 months min - 4yrs max
Educational / Professional Qualification (Preferable): Any Graduate/3 years Diploma
Excellent Communication skills.
Candidates who have appeared for an interview in last 6 months are not eligible.
Only shortlisted candidates will be called for the Interview.
Relevant Exp.: 18 months min - 4yrs max
Educational / Professional Qualification (Preferable): Any Graduate/3 years Diploma
Excellent Communication skills.
Candidates who have appeared for an interview in last 6 months are not eligible.
Only shortlisted candidates will be called for the Interview.
Requirement 1.
SD L1 Support - Non-voice support (EMail and Chat) .
Responsibilities:
The Analyst (Email & Chat) is responsible for Creating Tickets Regarding Customer issues & providing resolution through Email & Chat.
This will include:
Creating Tickets for various issues reported by the user
Providing Technical resolution through Email & Chat
Provide remote resolution using Bomgar, as required
Ensuring that the Emails & Chats are being responded and resolved within the defined SLAs.
Creating necessary Technical, Process & Procedure documents to keep the knowledge base updated.
Essential Skill and Experience:
Minimum 2 years experience in Information Technology or a related field.
Good written and spoken communication skills in English.
Desktop troubleshooting knowledge (Troubleshooting skills on Windows OS, EMail client (Lotus Notes, Outlook) and related office packages)
Ability to work in 24/7 shift Environment
Desired Skills and Experience:
Frontline HelpDesk experience
Remedy tool knowledge
Experience in working with phone based and Email/Chat communications
Ability to understand and translate technical concepts from a business impact perspective.
ITIL Awareness
Good typing speed
Requirement 2.
SD L1 Support -Work Flow Management
Responsibilities:
The L1 Analyst (WFM) is responsible for follow up on tickets for closure, validating the closure and tracking the SLA performance.
Essential Skill and Experience:
Minimum 2 years experience in Information Technology or a related field.
Good written and spoken communication skills in English.
Basic Desktop troubleshooting knowledge
Experience in a high pressure environment; working towards tight and shifting deadlines.
Ability to work in 24/7 shift Environment
Desired Skills and Experience:
Frontline Helpdesk experience.
Remedy tool Knowledge.
Experience in working with phone and Email communications.
Ability to understand and translate technical concepts from a business impact perspective.
ITIL Awareness
Good MS Excel skills
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