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Hiring for Technical Voice process

0.00 to 2.00 Years   Pune   14 Sep, 2019
Tech Mahindra Ltd
Job LocationPune
EducationNot Mentioned
SalaryRs 2.5 - 3.5 Lakh/Yr
IndustryBPO / Call Center
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

Hiring for Technical Voice process* Graduates only.*Freshers with Computer background.* Inbound calls*Night shifts*Transport available both ways.*Rotational week offs*Work Location-Techmahindra, Hinjewadi.Responsibilities

  • Act as a single point of contact for phone calls, chats and tickets from end users regarding IT issues and queries
  • Receiving, logging and managing queries/issues from end users via telephone and chats
  • Incident logging, categorization, prioritization, assignment, coordination and communication until resolution for low priority incidents affecting a single user (P3 P4)
  • Incident communication and notification for high priority incidents (P1 P2)
  • Coordination with application and infrastructure support teams
  • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customers requirements and expectations
  • Incidents and Service Requests are managed effectively; ensuring information is captured in ITSM tool for future reference and analysis, in line with ITIL principles.
  • 1st line support and troubleshooting of IT related problems from in-house software and hardware such as Desktops, Laptops, Mobiles, Ruggedized Laptops and Tablets
  • Log and manage incidents/Service Request in ITSM tool
  • Escalate unresolved tickets to Level 2 resolver groups
  • Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
Scope of Support
  • Password reset & Account unlock (AD and other applications)
  • Active Directory account management
  • MS office application issues
  • Remote Desktop Management
  • MS Outlook issues (profile creation, PST, permissions, calendar sharing, delegation)
  • Creation/Access Management of Network Drives and Shared Folders
  • Browser trouble shooting
  • Wireless troubleshooting
  • Operating System Troubleshooting
  • Office 365/Windows 10 issues
  • Installation and Troubleshooting of approved software
  • Printers - Troubleshooting & Printer Access
  • Basic L1 Laptop & Desktop Troubleshooting
  • VPN troubleshooting
  • BYOD and Mobile device support
Other Essential Skills
  • Hands on Experience on any of the ITSM Tools (SNOW, Remedy, CA Service Desk)
  • Basic understanding of ITIL v3 foundation or HDI
  • Incident Management experience Managing incidents including business expectations and communication
  • Basic User & Security Group Active Directory administration
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7,10 and Office 2010, 2013, 365
Interested candidates please share their resumes on gg00543310@techmahindra.com

Keyskills :
english communication troubleshooting wan support transport lan echsupport servicedesk communicationskills

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