Job
Description
Warm Greetings from Rivera Manpower Services! We Are Hiring Senior Technical Support Associate for a Leading IT Firm Experience Required: Minimum 1 year in International BPO (Technical Support ) Preferred: Immediate joiners or candidates with a 30-day notice period Call and Book Your Interview: Ananya 8884496986 Sindhu 9986024649 Don't miss this opportunity to advance your career! Position Summary Provide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems. Provide professional, service minded and dedicated support to the assigned business area based on defined Service Level Agreements, being the connection between end-users and product teams. Drive modern support principles fulfilling co-workers support needs in a timely and seamless manner, being the single point of contact for all digital related questions and issues requiring deeper knowledge and skillset. Strengthen the support by increasing the ability of solving more complex problems closer to the endusers, saving time and effort for both the end-users and product teams. Required skill set Analytical and Problem solving skills Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently Display ownership and accountability Quickly build trust and confidence with customer Own and resolve customer issues efficiently, effectively and empathetically Mandatory requirement for experienced candidates: Min. 12 months work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc. Intermediate knowledge of OS (Windows XP-10), Browsers, MS Office suite Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows) Experience of working within a busy Service Desk environment, showing experience of systems, support, diagnostic and resolution. Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions Intermediate knowledge of Network collaborations & VPN T/S Basic networking knowledge Time Management Skills Being proactive and show the utmost respect for customers time Good time management, ensuring all contacts with customers add value Ability to Multitask Communication & Relationships Skills To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail. Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards. Skills & Knowledge Good knowledge of the business area and good understanding of how the products and services in the area are connected together Excellent verbal and written communication skills High level of interpersonal skills, including active listening and understanding Good knowledge of ITIL, agile frameworks, service governance model Work to tight deadlines / service levels Strong understanding of prioritization needed during business-critical issues Broad knowledge of IT products, services and terminology Aptitudes Passionate about delivery of high-quality support Motivated by continuously developing and enhancing self in support practices and staying at the frontier of modern principles and framework Energized by working both independently and in cross-functional teams establishing good relationships General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc. Ability to work as part of a team or on own initiative. Job duties and responsibilities Solve more complex issues within the assigned business area, coming in through different support channels in order to improve co-worker efficiency Register, analyse, prioritise, solve and assign all incoming cases during the agreed time in an accurate and efficient manner ensuring high level of quality Drive communication towards end-users and product teams about the progress of ongoing cases by continuous monitoring, analysis, following up and escalation of the case if needed. Drive the support organizations assignment and goals towards the business area by being involved in crossfunctional work to ensure the affordable IKEA Lead in continuously improving the quality of support by building, maintaining and sharing knowledge with colleagues using the common knowledge tools in order to secure fulfilment of business needs Lead in the daily running of the support, ensuring that it meets the defined agreements, KPIs and OKRs, as well as ensuring compliance towards legislations, policies and other requirements To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail. Update incidents with detailed and relevant information in a timely and effective manner; Contribute with knowledge and educate in onboarding sessions with new colleagues to secure common ways of working and working towards common goals Apply and promote good support practices within an agile/iterative development approach in order to improve time to market and fulfil business needs Education and other requirement Graduate/ B.Sc. Computer Science / or Graduate with any technical degree preffered ITIL trained preferred Willingness to work in rotational shifts Experience of at least 12 months working within a busy Service Desk environment, showing experience of systems, support, diagnostic and resolution. Understanding of ITIL working practices Problem solving associated with a mixed computing environment.
