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Service Desk Analyst (Technical - voice based)

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Job Description   

Job Description:

Role Purpose:

To ensure that potential problems to IT service components are analysed and investigated for their root cause and permanent work around and hence negating the chance of the Problem reoccurrence. Managing the incidents effectively end to end in alignment with the ITSM processes and interfacing with Program Management Offices, Technical Resources and MSCs wherever applicable.

Key Responsibilities/Outcomes:

Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements.

Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.

Escalates complex problems to the Remote Support Engineering staff or Field Engineering.

Typically provides technical support for Internal and External customers.

Escalates complex problems to higher level of expertise within organization.

Responsible for providing the first-line of after-sales telephone technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employees.

Desired Profile
   
Key Qualifications:

• Experience 0 to 4 Years (handling calls)

• Education PUC & Above

• Excellent verbal and written communication.

• Willingness and ability to work in shifts (24 x 7).

• Good Knowledge On Operating Systems, Hardware, Networking and MS Applications

• Multitasking and coordination skills

• Team Player.

• Well versed with technology (understanding of networks, monitoring, DBMS, Windows)

• Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.)

• Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions

Core Competencies:

· Communication skills - written and verbal

· Ability to work in a pressurized environment and able to deliver against a tight timescale.

· Act Independently and be self motivated

· Excellent Problem Solving and Customer Service Skills

· Drive for results

· Attention to Detail

· Customer Focus

Interview days: 8-Feb-10 to 27-Feb-10

Work Location :   Bangalore

Time: 10:00 am to 4:00 pm

Interview Venue Details:

Unisys India Pvt. Ltd.,
135/1, "Purva Premier" Residency Road,
Land Mark: Near Richmond Circle,
Opp. Bangalore Club.
Bangalore 560025,
India.

Experience   0 - 4 Years

Industry Type   BPO/ITES

Role   Associate/Sr. Associate -(Technical)

Functional Area    ITES/BPO/KPO, Customer Service, Ops.

Location   Bengaluru/Bangalore

Keywords   BPO, ITES, process, service desk, technical , voice process, tech

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