Senior Process Associate

Hi,

Greetings from Shell Infotech!!!

swathi@shellinfotech.com

Mode of Employment: Fulltime

Mode of Work: Work from office

Work Location: Pune & Bangalore

Exp:2+Years

Notice Period: Immediate to 15 days

Role Designation

Senior Technical Support Executive

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.

Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.

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:

• 12-18 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 (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business
• 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, TCP/IP, OSI, Network devices and carriers.
• Basic networking knowledge

Time Management Skills

• Being proactive and show the utmost respect for customer’s 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

• Basic knowledge of ITIL, agile frameworks, service governance model
• Good understanding of dependencies between different business areas, their processes and the tools used
• Excellent verbal and written communication skills
• High level of interpersonal skills, including active listening and understanding
• Good organizational skills and ability to prioritize workloads.
• Work to tight deadlines / service levels
• Business etiquette
• Broad knowledge of IT products, services and terminology

Aptitudes

• Identification of problems and solutions
• Ability to actively acquire new knowledge and skills and champion new methods, digital systems and processes to improve performance
• Presentation of technical functionality to a non-technical audience
• Working knowledge of MS Office products
• Energized by working both independently and in cross-functional teams establishing good relationships Customer focused
• Motivated by working agile and being open to change
• Motivated by continuously developing and enhancing self in support practices and staying at the frontier of modern principles and frameworks

Job duties and responsibilities

• To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.

• Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.

• Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.

• To participate in an on call rota, providing a 24 hours, first line support service to users.

• 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;
• Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
• Escalate an incident or troubleshoot tickets according to the company escalation processes;
• Ensure Customer Service Level Agreements are met or exceeded;
• Respond to customer enquiries in a timely and efficient manner;
• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Ensure customer/user confidentiality and data protection at all times