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IT support Analyst job in Pune

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Job Ref:  11068BR
Employer:  MWH
Country:  India
City:  Pune
24/10/2016 04:04
• Triage issues and service requests via the various support channels- phone, e-mail, IM chat, etc.
• Troubleshoot the customers issue and resolve upon first contact, when possible.
• Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool.
• Provide "how to" assistance on all internally supported devices, applications and systems.
• Escalate issues to appropriate 2nd and 3rd level subject-matter experts in accordance to service-level agreements, and follow up on incidents when appropriate.
• Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
• Respond to customer inquiries regarding the status of incident/service request tickets, and perform follow-ups.
• Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and support guides.
• Build relationships with the Level 2 support technicians and Level 3 subject-matter experts to ensure that IT-delivered services and customer productivity goals are understood and met or exceeded.
• Be an advocate for our customers to ensure they receive high-quality and timely service and support from the entire IT organization
• Restore normal service operation as quickly as possible with minimum disruption to the business
• Follow up escalated requests and regularly update users of the status of outstanding requests.
• Ensure all work is carried out in accordance with MWH Quality Systems and Health and Safety policies.

Key performance indicators
Success will be evaluated by manager / supervisor input and via standard performance indicators, such as:

• Customer satisfaction ratings
• First contact resolution rate
• Ticket Quality and completeness
• Average talk time
• Mean time to resolve
• Average time to respond
• Average number of tickets closed per day/week/month
• Contribution in efforts associated with the development of knowledge management
• Ability to effectively cover the assigned hours of support

Primary Work Arrangements

• The ideal candidate must be able to work in a high-pressure environment to help provide consistently high-quality service and support to our customers
• IT Help Desk analysts are expected to cover specific service and support shifts and manage a large number of customer requests
• IT Help Desk analysts must foster relationships with internal customers and other IT service and support subject-matter experts from Level 2 and Level 3
• IT Help Desk analysts are expected to spend the majority of their time at their desk, and might be expected to be available for off-hours support, when necessary

Person Attributes:

• A focus on customer satisfaction, with strong interpersonal skills and responsiveness
• Ability to work well in a team atmosphere
• Effective written and verbal communication skills
• Highly organized and effective in managing multiple tasks while maintaining high levels of customer satisfaction
• Adherence to IT policies and processes to ensure consistent quality of service
• Strong troubleshooting and problem-solving skills
• Time management skills to ensure satisfaction with IT services and the completion of projects on time
• Mature and self-motivated professional able to work in a fast-paced and constantly changing environment

Person Skills and Competences:

• Minimum of 2 years IT service desk experience or a Customer Support experience in an IT environment.
• Diploma / Certificate or Degree in IT related studies
• Effective written and verbal communication skills
• Ability to learn new technology and applications
• Strong troubleshooting and problem solving skills
• Strong time management skills
• Ability to educate and teach customers how to use technology and software
• Experience with call logging systems and service desk processes and procedures (preferred)

Technical Skills:

• An understanding of IT service Management principals
• ITSM ticketing tools such as MS Service Manager (preferred), Remedy, HP Service Center,
• Experience in supporting applications like MS Office 365, Lync 2013, VPN
• Windows Operating systems
• Knowledge of Active Directory
• Advanced OS or PC Troubleshooting skills
• Basic ITIL Knowledge (Foundation is preferred)
• Remote desktop connectivity applications

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