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Service Desk Analyst-L1-7 11

2.00 to 5.00 Years   Chennai   15 Dec, 2021
NEC Technologies India Pvt Ltd
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Primary Accountability

  • The purpose of this role is to provide Service Desk 1st level customer support for Incident and Service Request resolution to Retail Stores within agreed service levels whilst achieving high customer service and quality standards
Key Accountabilities
  • Act as a single point of contact for phone calls(Inbound/Outbound) and emails from US user regarding IT/Retail Stores equipment related issues and queries.
  • Ensuring the best customer experience by providing superior level of customer service and maximum availability at all times
  • Log and resolve all incidents, service requests and problems, accurately following the practices defined for each process, including updates to existing tickets
  • Diagnose, prioritise, troubleshoot and resolve incidents where possible, or escalate where necessary, within Service Levels, following pre-defined processes accurately in an ITIL environment
  • Timely and accurate documentation of work performed, to the standard required and using the systems, processes and/or methods specified
  • Install, upgrade, configure and deploy software remotely
  • Proactively develop knowledge articles to improve the resolution process and increase customer satisfaction in line with Continual Service Improvement strategies
  • Meet or exceed all internal KPIs
  • Maintain technical and product knowledge and expertise, through research and self-development to ensure support remains efficient, effective and relevant to the business needs of the customer
  • Ability to effectively communicate and build relationships with customers
  • Provide a high level of technical and operational support to customers, both external and internal
Core Competencies
  • Thorough understanding of retail stores equipments like, POS, PIN PAD Reader, Printers, MOM (Money order Machines)
  • Act as a single point of contact for phone calls and emails from US/European user regarding IT/Retail Stores equipment related issues and queries
  • Fluent in English. Proficiency in US English accent will be added advantage
  • Knowledge in H/w equipment set up in Retail stores is mandatory
  • Respond to customer requests via phone and e-mail and alerts in a timely and accurate manner
  • Handle end to end ticket flow on Service Now ITSM tool
  • Ability to work under highly pressurized environment and can multitask
  • Ability to follow defined processes as per customer guidelines
  • Escalate complex issues to appropriate teams for resolutions
  • Implement application systems, in partnership with IT Solutions personnel
  • Investigate and resolve application problems
  • Address operational system issues including installing applications and troubleshooting application and system resource based issues
  • Understanding of Servers/network, applications and operating system, handheld devices
Professional Experience Professional work experience and skills relevant to the positionExceptional Customer Service experience of 2 4 years in retail infrastructure support including the ability to build relationships with customersMandatoryProfessional communication skills with the ability to communicate effectively to a diverse audienceMandatoryEffective time management skills and attention to detail and accuracyMandatoryAbility and willingness to work in a large 24*7*365 Service Desk environment MandatoryBasic computing & networking skills MandatoryExposure to call routing software and ITSM toolsets preferable (Candidate needs to have experience in working tickets on Service Now, Remedy etc.)MandatoryITIL certification IT Infrastructure Library (ITIL) certification at a foundation levelPreferredSufficiently IT literate to make effective use of the applications and systems required to be an effective Service Desk Team AgentPreferred2 Years Retail domain professional experiencePreferred,

Keyskills :
troubleshootingactive directorytechnical supportcustomer relationsslaservice deskcall routingretail domainservice levelstime managementcustomer servicecustomer supportit infrastructuremanagement skillsnetworking skills

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