Global Service Desk Analyst

Job Description

Location Pune, IndiaCompany Overview:Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations in healthcare, telecommunications, automotive, financial services, retail, and more to create stronger relationships and better experiences for their customers. Job Summary:Position Summary: Part of a professional team of agents providing a single point of contact for the efficient resolution of end-user technical problems and requests. The Global Service Desk supports Nuance Communications employees across multiple business units 24x7. As a member of this team, the Analyst will manage multiple priorities, generate innovative solutions to problems and develop skills required to support the efforts of the business units. Principal duties and responsibilities: Supervise work flow of local Pune Service Desk Agents Provide comprehensive Level 2 phone support for the efficient resolution of technology problems and requests across the global organization Responsible for escalating/transferring issues to appropriate Tier 2/3 support and other internal and external IT support groups Assist Sr IT Manager and coordinate with other IT functions to ensure appropriate communication with end-users reporting issues Provide recommendations and feedback to Sr IT Manager regarding efficency improvements Provide technical advice, guidance and informal training to end-users of hardware and software programs Responsible for meeting the key performance metrics associated with Help Desk service provided Escalating/transfer issues to appropriate Tier 2/3 support and other IT support groups as needed Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions. Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication. Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction. Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing Education: College graduate / Bachelors Degree Holder or equivalent experience Minimum years of work experience: 2-3 years Required skills: Communication and Customer handling skills Preferred skills: Communication skills, fluent in English both spoken and written Customer service skills: Ability to understand and empathize with customer concerns/issues remaining committed to providing quality results. Positive service attitude. Decision making skills: to discretion resulting in appropriate/desired resolutions. Strong troubleshooting skills: Ability to analyze issues and assist in determining root cause and appropriate solutions. High degree of problem solving. Strong technical skills: Capable of learning, understanding and communicating technical information. Strong knowledge of standard Microsoft OS and desktop products, VPN & Remote Access, desktop network connectivity & account administration, desktop hardware and peripherals Additional Information:Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

Keyskills :
sla troubleshooting ervicedesk remoteaccess customerhandling technicalsupport itsupport accountadministration networkconnectivity financialservices communicationskills problemsolving businessunits customerrelations rootcause communityimpact