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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Consumer Durables / Electronics |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
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 escalatingtransferring issues to appropriate Tier 23 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 23 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 thinkingreasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction. Knowledge, Skills and Qualifications Preferred skills: Communication skills, fluent in English both spoken and written Customer service skills: Ability to understand and empathize with customer concernsissues remaining committed to providing quality results. Positive service attitude. Decision making skills: Apply to apply discretion resulting in appropriatedesired 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
Keyskills :
troubleshootingactive directorytechnical supportcustomer relationsslait supportroot causeservice deskremote accessbusiness unitssupport groupsproblem solvingcustomer servicetalent acquisitionperformance metricscommunication skillsnetwork c