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R&D Customer Services Senior Engineer-Service Support

R&D Customer Services Senior Engineer-Service Support

Sopra Steria

2 - 4 years

4 - 6 Lacs

noida

Posted:None| Platform:

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Skills Required

data manipulation process improvement incident management service desk analyst customer support customer service continuous improvement supervision process management crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

What you will do

Incident Management:
Receive and log incident reports from internal and external customers.
Analyze and resolve technical issues promptly and efficiently.

Escalation Management
Escalate incidents as necessary, ensuring timely resolution.
Support Incident Management team for managing/driving Out of hours incidents.

Customer Support:
Provide excellent customer service, establishing rapport with users and stakeholders.
Keep customers informed of incident progress and resolution timelines.
Demonstrate effective communication skills, both written and verbal.

Technical Expertise:
Utilize hands-on experience with ITSM tools for incident tracking and resolution.
Manipulate and analyze data to identify trends and patterns.
Collaborate with technical teams to troubleshoot and resolve complex issues.

Documentation:
Prepare clear and concise documentation for incident reports and resolutions.
Create user-friendly guides and knowledge base articles.

:
Communication and Collaboration
Communicate technical concepts in user-friendly language.
Collaborate with cross-functional teams to address and resolve technical issues.
Participate in team meetings and contribute to continuous improvement initiatives.

Process Management:
Follow established processes and procedures for incident resolution.
Identify opportunities for process improvement and suggest enhancements.

Customer Relationship Management:
Build and maintain strong customer relationships.
Proactively identify and address customer needs and concerns.

Organizational Skills:
Prioritize and manage multiple requests in a fast-paced environment.
Pay strong attention to detail in all aspects of work.

Flexibility and Shift Work
:
Willingness to work in a flexible schedule, including shifts.
Ability to adapt to changing work patterns and demands.

Self-Motivation:
Work independently with minimal supervision.
Demonstrate a proactive and results-oriented approach.

Minimum Qualifications

2-4 years of experience as a Service Desk Analyst
ITIL V3/V4 certification
Flexible to work in 24x7 environment
Excellent communication skills (written & verbal)
Hands-on experience with ITSM tools
Strong attention to detail
Excellent Microsoft Office 365(Excel, Power Point, etc)
Power Automate and Power BI skills
Event and Alerts Management
Data manipulation and analytical skills

Preferred Qualification

Ability to work without daily management supervision
Team player with a positive 'can-do' attitude
Strong organizational skills and ability to prioritize
Willingness to work in a flexible work pattern and shifts
Self-motivated with a commitment to achieving results.

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