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Language Specialist

1.00 to 2.00 Years   Pune   15 Nov, 2019
Tech Mahindra Ltd
Job LocationPune
EducationNot Mentioned
SalaryRs 2.0 - 6 Lakh/Yr
IndustryBPO / Call Center
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

Role Overview

  • The IT Service Desk analyst will provide first line technical support to internal employees of customer. The candidate will require an aptitude for working with applications/infrastructure components to undertake analysis, diagnosis and resolution of end user incidents, which may range from straightforward to more complicated technical issues. Service desk analyst will have standard operating procedures to support majority of the incidents.
Responsibilities
  • Act as a single point of contact for phone calls, emails, chat and tickets from end users regarding IT issues and queries
  • Receiving, logging and managing calls from end users via telephone, email and chat
  • 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 the 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 Mobiles, Desktops, Laptops and Printers
  • Logs and manage incidents/Service Request in ITSM tool
  • Escalates 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
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7,10 and Office 2010, 2013, 2016,365
  • Installation and Troubleshooting of approved software
  • Printers - Troubleshooting & Printer Access
  • Basic L1 Laptop & Desktop Troubleshooting
  • VPN troubleshooting
  • BYOD and Mobile device support
  • Job Location: Tech Mahindra Rajiv Gandhi Tech Park One Phase 3, Hinjewadi
  • Start Date: 02-Nov-2019
  • End Date: 07-Feb-2020

Keyskills :
german portuguese android english translation ervicedesk windows7 servicerequestmanagement operatingsystems msoffice remotedesktop technicalsupport standardoperatingprocedures servicelevel itservicedesk accountmanagement customerservice

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