2532 Service Desk Jobs - Page 11

Role: The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives Do: Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar with each client and their respective applications/ processes Learn fundamental operations of commonly-used software, hardware and other equipment Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework Regular MIS & resolution log management on queries raised Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback, suggestions, escalations by customers to the appropriate internal team Identify and suggest improvements on processes, procedures etc. Mandatory Skills: Desktop Support .

Any Graduate with 1 year of exp in Technical Voice Process Salary :- 4 LPA + Inc Location :- Pune Immediate joiners For more Info Call or WhatsApp Simran @ 9604925913 Required Candidate profile Any Graduate with 1 year of exp in international voice Process in technical support Immediate joiners Excellent communication skills Perks and benefits Cab Facilities Performance based Inc

The ServiceNow Developer resource will be engaged in all phases of the software development lifecycle which includes the design, development, documentation, testing, deployment, and maintenance of ServiceNow projects. With 3-5 years of experience, you will be responsible for evaluating, troubleshooting, and performing root-cause analysis for production issues and system failures. You will determine corrective action and improvements to prevent recurrence, as well as provide implementation/production support as required. Your responsibilities will include User Profile Management, Integration Management, Disaster Recovery, Instance cloning and upgrade activities, and Environment Management. You will execute the creation of low-level design documents and detailed engineering specifications based on complex business, user, and non-functional requirements. Additionally, you will write ServiceNow client, server scripts, REST integrations, and scoped applications that adhere to standards, procedures, and techniques while maintaining the integrity of existing program logic according to specifications. To excel in this role, you should have at least 4 years of experience supporting the implementation, administration, configuration, and/or development of the ServiceNow platform. Development experience with JavaScript, AngularJS, HTML, CSS, and XML is required. You should also have experience with Now Platform features such as UI Builder, Flow Designer, and Integration Hub, along with a strong working knowledge of various ServiceNow components. Excellent oral and written communication skills are essential, including the ability to communicate detailed and complex information to others. A ServiceNow Administrator Certification is mandatory, while any ServiceNow Developer Certification is preferred. ITIL Foundations 3 or higher certification is also preferred, and it would be good to have experience with Angular JS.,

Job Title: Service Desk Coordinator (Night Shift) Location: Noida, India (100% On-Site), Night Shift Experience Required: 5-7 Years Shift Timings (Mandatory): Must be available for permanent night shifts and week-end/public holiday shifts, with typical working hours including: • 4:00 PM 12:00 AM IST | 10:00 PM 6:00 AM IST | 4:00 AM 12:00 PM IST (Shift timings may vary depending on business needs.) Job Summary : We are seeking a proactive and highly organized Service Desk Coordinator with 5-7 years of experience managing and triaging support requests using Jira. The ideal candidate will coordinate between technical and non-technical teams, ensuring accurate ticket assignment and SLA adherence based on multiple operational parameters. Strong communication skills, a neutral English accent, and a proven track record in improving SLA/SLO metrics through structured follow-ups and reporting are essential. Key Responsibilities: Act as the central coordinator for the IT service desk operations during the assigned shift. Triage incoming tickets on Jira and assign/reassign them based on (but not limited to): Team availability, Current workload, Urgency, priority, and proximity, Leave rosters, SLA & SLO performance Collaborate with both technical and business teams to ensure timely resolution. Ensure all tickets are acknowledged, updated, and progressed efficiently through the Jira workflow. Monitor Jira dashboards, alerts, and aging tickets to prevent SLA breaches. Conduct shift-based activities including: Detailed handover to the next shift | Ticket trend analysis | Alert monitoring | Status reporting and escalation Create and maintain custom dashboards in Jira for SLA tracking and reporting.. Prepare PowerPoint presentations for management reports and shift reviews. Suggest workflow improvements and automate repetitive tasks using Jira automation rules. Drive SLA improvements by ensuring accountability, timely escalations, and consistent follow-ups. Maintain accurate records and documentation of shift activities and performance metrics. Required Skills & Qualifications : 5-7 years of experience in a Service Desk , IT Coordination, or ITSM environment. Strong hands-on knowledge of Jira including: Workflow configuration, Ticket lifecycle management, Automation rules, Dashboard creation • Proven experience in SLA/SLO tracking and improvement initiatives. Excellent coordination, communication, and interpersonal skills. Must speak fluent English with a neutral accent, able to communicate professionally with global teams. Strong skills in PowerPoint, Excel, and report preparation. Ability to handle night shift responsibilities independently, with minimal supervision. Strong sense of accountability, urgency, and process ownership. Preferred Qualifications: • Familiarity with ITIL framework or ITSM best practices. • Prior experience working in global or 24x7 support environments . • Background in J ira Service Management or Agile team coordination is a plus.

Skill required:Query Management - Service Desk Voice Support Designation:Customer Support Associate Job Location:Bengaluru Qualifications:Any Graduation Years of Experience:1-3 What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA's. The Query Management team is accountable for the Inbound/Outbound calls and e-mail/chat support to resolve customer issues. This role is aligned to our Service Desk team which is responsible for providing 1st level customer service support to clients with respect to their operations. The team acts as a Single Point of Contact ("SPOC") to meet the communication needs of both users and clients, and to satisfy both customers and clients. In this role, you may be asked to switch between any support channel of phone, chat, and Email based on the business requirements What are we looking for Ability to work well in a team Adaptable and flexible Agility for quick learning Collaboration and interpersonal skills Written and verbal communication Roles and Responsibilities In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Bengaluru

Skill required:Query Management - Service Desk Voice Support Designation:Customer Service Associate Job Location:Noida Qualifications:Any Graduation Years of Experience:1-3 What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA's. The Query Management team is accountable for the Inbound/Outbound calls and e-mail/chat support to resolve customer issues. This role is aligned to our Service Desk team which is responsible for providing 1st level customer service support to clients with respect to their operations. The team acts as a Single Point of Contact ("SPOC") to meet the communication needs of both users and clients, and to satisfy both customers and clients. In this role, you may be asked to switch between any support channel of phone, chat, and Email based on the business requirements. What are we looking for Ability to work well in a team Adaptable and flexible Agility for quick learning Collaboration and interpersonal skills Written and verbal communication Roles and Responsibilities In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Noida

About The Role Skill required: Voice - Service Desk Voice Support Designation: Customer Service Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do Support production as per objectives and as required by the process Provide process training to new joiners. Continuous coaching for advisors on process knowledge skills Assisting the helpdesk agents in responding to issues and information requested from end users on a real time basis. Looking for a candidate who is good in communication and has good knowledge on metrics of Customer SupportRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions. What are we looking for Excellent domain knowledge 2 Years relevant experience in NGCO ISS SD Functional Support Domain Call handling and e-mail handling skills, including handling complex & escalated calls as per the advisors request and needs on a real-time situation Coaching and Training skills Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation Travel may be required as per business need 24*7 and Flexible for any Shifts Roles and Responsibilities: Operational ResponsibilitiesDaily Maintain personal productivity by resolving target tickets on both calls and e-mail, Chats per day as defined in the objectives. Help team members in solving complex requests on calls and e-mails. Be available to take complex, escalated calls and e-mails Maintain detailed knowledge at an expert level of all process/client functions and procedures Provide process training for the advisors Provide coaching to team members to be effective on the phone and emails, and enhance the process knowledge of the team members Feedback to the advisors on process related queries and follow up on feedbackWeekly Develop a detailed update around outcomes / actions items from query review sessions Provide updates on training plan and completion details Conduct PKTs for advisors in the team and follow up with feedbacks Review process documents and provide updates to the advisors in case of any change/s in processCommercial and Financial Responsibilities Provide high quality helpdesk services to the Client, ensuring that contractual Accenture SLAs and service obligations are met for the work within scope of the role Identify opportunities to improve quality of operations Qualification Any Graduation

About the Job The Service Desk Manager (SDM) plays a critical role in the IntouchCX Global Service Desk team and will oversee the day-to-day activities of service-desk operations, ensuring users and business teams receive the support they require. The role is a combination of general management, service operations, and special projects. The Service Desk Manager will wear many hats - in addition to managing a potentially large team of support agents, they will also monitor operations to make sure issues and service requests are addressed on time, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements. They would also serve as the service-desk liaison to major business-impacting initiatives. As Global Service Desk Manager, You Will Manage the day-to-day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations, providing phone, email, and live chat support in line with the agreed Service Level Agreements. Demonstrate a strong understanding of process, delivery, and operations management to ensure efficient and effective execution of operations. Provide and manage service delivery best practices, managing tickets, chats, escalations, and client expectations. Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents. Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnout. Develop SLAs and OLAs to set expectations and measure the performance of the Global Service Desk team. Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality. Owner of key measurements and service levels for Global Service Desk services. Responsible for ensuring all KPIs and metrics are measured and adhered to. Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed. Deep dive into processes to identify gaps and develop strategies for improvement. Responsible for mentoring and coaching the Global Service Desk leads and teams with their career plans. Focus on delivery and can direct their team to deliver Service Level Agreements that enable the business to meet its objectives. Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges. Conduct annual performance evaluations for all direct reports. Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues. Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements. Responsible for supervising the team, managing team conflicts, and demonstrating quick decision-making capabilities to maintain sound team health. Review the team's performance regularly and provide necessary feedback and guidance for improvements. Plan, coordinate, and manage ad-hoc projects for the GSD team as needed. Act as a liaison between GSD and other IT and support departments. As Global Service Desk Manager, You Need Full-time Technical Graduate or relevant post-secondary degree preferred. Must have 12+ years of experience in IT service management. 5+ years of relevant experience in managing IT Help Desk Operations or Technical Service Desk. Understand processes, delivery, and operations management. 7 + years of experience working in the Service Desk under various roles. Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies. ITIL certification is desired. Additional technical certifications are an asset. Must have good logical probing, understanding, and troubleshooting skills. Must have exceptional written and oral communication skills. Technical awareness with hands-on knowledge and experience on various technologies. Positive attitude towards solving customer problems. Ability to accurately prioritize tasks and accomplish them in a timely fashion. Ability to review various processes and procedures to keep them up to date at regular intervals. Self-motivated and able to work in a fast-paced environment with the ability to think and act independently. Strong analytical and problem-solving skills. Strong relationship-building skills, can network and work well with remote stakeholders. Excellent reporting and presentation skills. Superior attention to detail with an eye for accuracy.

Skill required: Voice - Service Desk Voice Support Designation: Service Delivery Ops Associate Manager Qualifications: Any Graduation Years of Experience: 10 to 14 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Looking for a candidate who is good in communication and has good knowledge on metrics of Customer SupportThe role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions. What are we looking for? Written and verbal communication Thought leadership Strong analytical skills Ability to work well in a team Adaptable and flexible Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures The person requires understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor or team leads Generally interacts with peers and/or management levels at a client and/or within Accenture The person should require minimal guidance when determining methods and procedures on new assignments Decisions often impact the team in which they reside and occasionally impact other teams Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support, Japanese Language Good to have skills : NAMinimum 2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world-class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work-related problems.- Provide efficient Service Desk Voice Support.- Utilize Japanese Language skills effectively.- Maintain client satisfaction through prompt and accurate issue resolution.- Collaborate with team members to enhance system performance.- Continuously improve product knowledge and technical skills. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management, Service Desk Voice Support, Japanese Language- Strong understanding of IT service management principles.- Experience in troubleshooting and resolving technical issues.- Knowledge of incident management and ticketing systems.- Excellent communication and interpersonal skills. Additional Information:- The candidate should have a minimum of 2 years of experience in Service Desk Management.- This position is based at our Gurugram office.- A 15 years full-time education is required. Qualification 15 years full time education

About The Role Skill required: Voice - Service Desk Voice Support Designation: Customer Service Senior Analyst Qualifications: Any Graduation Years of Experience: 5 to 8 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do A Senior Analyst will be responsible for management of a team and continuously strives to enhance operating practices and deliver value added opportunities to optimize the effective provision of client service. The Senior Analyst will work as part of the management team striving to meet all SLAs, targets and objectives through effective staff managementLooking for a candidate who is good in communication and has good knowledge on metrics of Customer SupportRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions. What are we looking for People managementDrives issues to resolution and good problem-solving skillsGood interpersonal skillsGood administration skillsComfortable with responding to requests from all levels of the organizationTeam PlayerPositive MindsetPlanning & Organisation skillsMotivation SkillsCall handling skills (handling complex & escalated calls)Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation24*7Flexible to Travel onshore if requiredAble to work on a flexible basis as determined by the business needs Roles and Responsibilities: Operational ResponsibilitiesManage Operations from process & measurement standpointMaintain regular communications with team on departmental and individual level performance expectationsWork with client/Account Executive/Onshore team to define process and proceduresSet and assess representatives performance expectations and performance, and create individual action plans and provide constructive feedback on performance to individuals on a regular basisConduct briefings and team meetings for team status updates, Process updates, policy and procedures change, etc.Ensure performance and attendance issues and addressed promptly and consistently.Assist with scheduling and forecasting of staff to maintain optimal service providedDevelop reward and recognition programs for teamsManage escalated customer enquiries / complaintsStrong analytical and data management skillsAnalyse and propose process improvements consistentlyStrong focus on peopleShare best practices across the process & facilitate process improvements/cost reduction initiativesInteract and build a rapport with the respective onshore people and other stake holders to effectively manage process changes / metricsDrive Business ExcellencePeople Management ResponsibilitiesDirect reports:Level 11 to Level 13Strong leadership and management abilityDetermine training needs for the team membersCoach individuals on performance improvement tactics while providing positive feedback to those performing above expectationsClient Customer ResponsibilitiesClient Relationship BuildingDrive productivity in the respective processManaging day-to-day operations based on SLAsEnsures seamless delivery of services and manages all aspects of operational team Qualification Any Graduation

About The Role Skill required: Voice - Service Desk Voice Support Designation: Customer Service Senior Analyst Qualifications: Any Graduation Years of Experience: 5 to 8 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do A Senior Analyst will be responsible for management of a team and continuously strives to enhance operating practices and deliver value added opportunities to optimize the effective provision of client service. The Senior Analyst will work as part of the management team striving to meet all SLAs, targets and objectives through effective staff managementLooking for a candidate who is good in communication and has good knowledge on metrics of Customer SupportRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions. What are we looking for People managementDrives issues to resolution and good problem-solving skillsGood interpersonal skillsGood administration skillsComfortable with responding to requests from all levels of the organizationTeam PlayerPositive MindsetPlanning & Organisation skillsMotivation SkillsCall handling skills (handling complex & escalated calls)Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation24*7Flexible to Travel onshore if requiredAble to work on a flexible basis as determined by the business needs Roles and Responsibilities: Operational ResponsibilitiesManage Operations from process & measurement standpointMaintain regular communications with team on departmental and individual level performance expectationsWork with client/Account Executive/Onshore team to define process and proceduresSet and assess representatives performance expectations and performance, and create individual action plans and provide constructive feedback on performance to individuals on a regular basisConduct briefings and team meetings for team status updates, Process updates, policy and procedures change, etc.Ensure performance and attendance issues and addressed promptly and consistently.Assist with scheduling and forecasting of staff to maintain optimal service providedDevelop reward and recognition programs for teamsManage escalated customer enquiries / complaintsStrong analytical and data management skillsAnalyse and propose process improvements consistentlyStrong focus on peopleShare best practices across the process & facilitate process improvements/cost reduction initiativesInteract and build a rapport with the respective onshore people and other stake holders to effectively manage process changes / metricsDrive Business ExcellencePeople Management ResponsibilitiesDirect reports:Level 11 to Level 13Strong leadership and management abilityDetermine training needs for the team membersCoach individuals on performance improvement tactics while providing positive feedback to those performing above expectationsClient Customer ResponsibilitiesClient Relationship BuildingDrive productivity in the respective processManaging day-to-day operations based on SLAsEnsures seamless delivery of services and manages all aspects of operational team Qualification Any Graduation

Hello Everyone, We are hiring from technical support international voice process for one of the Big4 clien t. Kindly reach me on 9353629875 soumya.s@dynpro.in Technical Support (International Voice Process) Payroll: Dynpro ( Contract2Hire) Experience: 0- 3 Years Graduation Rotational Shift Work Location: Hyderabad ( Mind Space ) Hybrid Model Mandatory Skills: Excellent written, verbal, listening, analytical and logical skills. Easily grasp and communicate complex ideas. Excellent problem solving skills. Knowledge of MS Office 2016 including Outlook, Exchange Servers, Office 365 Knowledge of computer Hardware and Software troubleshooting. Knowledge of Operating Systems like Window 7, 8,8.1 and 10 & Mac Knowledge of Network and Internet troubleshooting Knowledge of PDA (mobile devices) Setup & troubleshooting Knowledge of Active Directories Please share your profiles to the below mentioned details Note: Looking for some one who can join with in 0-15 Days. Kindly share the updated CV if the profile is match as per the below mentioned details. Exp: Rel Exp: Ctc: Exp Ctc: NP: Warm Regards, Soumya Soudi 9353629875 soumya.s@dynpro.in HR Recruiter DynPro India Pvt. Ltd.,

Education Qualification : Any Graduate (Engineering / Science) Skills : Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 3 - Experienced Tertiary -> Behavioral | Aptitude | Communication | 2 - Knowledgeable Tertiary -> Behavioral | Aptitude | Information Processing | 2 - Knowledgeable 1. Handle incoming calls, emails, and chat from the users. Some account may require working on rotational shift 2. Ability to comprehend end users from international locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Contributing to Knowledge Base with new articles 6. Taking a remote of an end usersmachine if required while troubleshooting 7. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support 8. Monitoring the status and documenting the progress towards resolution of all open tickets 9. Keeping affected users informed about the progress. 10. Escalating the process if necessary 11. Resolution confirmation and closure of tickets within the SLA 12. Attend trainings and complete certifications for set competencies Technical Skills 1. Ability to differentiate between different type of IT assets 2. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 3. Understanding of desktop applications and how do they work, installation and uninstallation 4. Ability to support users in business applications based on SOPs 5. Troubleshooting Desktop/Application remotely 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP 8. Ability to Install and configure email client, troubleshoot connectivity issues 9. Ability to troubleshoot calls for printers and copiers locally and remotely Desired Skills: - Understanding of domain setup and ability to add / remove computers to domain (For MSP and Enterprise)

:"Overview Aspire to Grow Our Global Technology Solutions (GTS) team equips our global business with the tools, technology, and expertise to deliver market-leading educational solutions to customers worldwide. With our continued success, we are expanding across India and opening up exciting new opportunities. We are now looking for a Technical Support Analyst IT Service Desk to join our growing team in Noida . Your impact on the team As our new Technical Support Analyst IT Service Desk , you will be the first point of contact for users seeking IT assistance. You ll play a critical role in delivering exceptional technical support and ensuring an outstanding customer service experience to our McGraw Hill Employees. Also partnering with other IT teams, you ll help escalate and resolve complex issues while driving the overall efficiency and effectiveness of the IT service desk. Shift Timings We are looking for someone adaptable and open to working in rotational shifts with rotational weekly offs. A typical day might include: Handling incidents and requests routed to the IT Service Desk, managing incoming calls, emails, and chats, while accurately tracking all information in the ticketing system Providing technical support to resolve basic end-user issues and managing user administration tasks Managing hardware and software assets, maintaining accurate inventory records, ensuring compliance with licensing agreements, and keeping data up to date Contributing to knowledge management by resolving Tier 1 incidents Following standard Service Desk operating procedures, logging all tickets accurately in the tracking software, and escalating unresolved issues to the appropriate resolver group We re looking for someone with: A bachelor s degree in a related field or equivalent practical experience 2-4 years of experience in technical/desktop support or IT helpdesk roles Solid understanding of operating systems and application software to deliver high-level support Proficiency with Microsoft Office applications for support, reporting, and documentation Strong ability to provide technical support over the phone with excellent communication skills and a professional demeanour Good to have experience on ServiceNow or with any ticketing tool Why work for us There has never been a better time to join McGraw Hill. In our culture of curiosity, collaboration, and innovation, you ll have the opportunity to shape your growth while helping us transform the future of learning. 49622

Position: IT Service Desk Analyst I Job Description: IT ServiceDesk Analyst What you ll be doing: Service Desk Analysts are on the frontline of customer support. They are focused on helping to resolve technical issues end users encounter, or connecting those users with more intensive IT support, when needed. A Tier 1 Service Desk Analyst typically takes the initial inquiry and manages relatively simple hardware, software or network issues. A service desk analyst spends the majority of the day performing remote support. This can take a number of forms: Over-the-phone support Screen sharing or remote control Live chat support Email support What we are looking For Has minimum 3 years of experience in a global service delivery team. Has solid knowledge of IT service norms such as customer satisfaction, call closure norms such as response time, resolution time, etc. Has excellent written and verbal communication skills. Has a good understanding of how the IT ServiceDesk function integrates with other IT functions in accomplishing the desired results in the required areas. Has experience in exercising tact and diplomacy for sensitive situations. Has aptitude to understand Arrow procedures, evaluate appropriate alternatives and make a judgment based on the analysis of factual information. Exposure to an Oracle ERP environment is a plus. Voice support experience in a Global setup is a must Willingness to work in 24*& 7 environment Willing to work in night shifts What s in it For You Training and professional development Performance coaching Work with fun team in a supportive environment Work at a strong and growing company Community involvement opportunities Lucrative night shift allowances

About The Role Kotak Mahindra Bank "¢Verification of executed legal documents as per Documentation Grid released by the legal team from time to time & Sanction Letter / Term Sheet issued by the business / credit team. "¢Stamp Duty as per Legal Stamp Duty Grid is adhered too. "¢Limits & Collateral Maintenance. "¢CERSAI Maintenance. (Charge Creation & Release) Checker for Mortgage, Hypothecation & Intangible assets - basis terms of sanctions. "¢Updating of PSL for CCOD product basis the PSL template received from business along with TS / SL. "¢Insurance Policy Maintenance (basis terms of Sanction) - information to centrailzed insurance policy maintenance desk. "¢Preparation and releasing the Disbursement Advice to Loan Maintenance Team for disbursement of loans in LPS. (Wherever there is a term loan / WCDL facility at the time of limit setting), Limit loading Instructions (LLI) to Treasury team for treasury products & CMS team for CMS products. "¢Insertions (documents received post disbursement). "¢Deferral Closures (post receipt of requisite document from Business Unit against deferral obtained). "¢Tracking of post disbursement conditions related to Wholesale & Commercial operations in DRS as "pre-approved". "¢Handover of Files (All documents except Title Deeds) & Dockets (Title Deeds Property wise i.e. for every property mortgaged separate docket is a must) including insertions to DMT for further action & receipt of acknowledgement in ET / Register (in case of non-ET transactions, if any). "¢Handover of PDC / SPDC"™s to the Vendor on a weekly basis & receive acknowledgement. "¢Liaison with Auditors & Ensure no audit queries. MIS (Daily Reporting, Pending Status, Insertions). "¢Confirmation to DMT for Release of property & verification of the property documents before releasing to customer / RM / customer service. "¢Signatories for issuance of sanction letter are in accordance to the list of signatories provided by Business & Credit "¢Qualification Graduate / Post-Graduate Detail oriented and ability to multi-task Good Interpersonal skills and ability to work in teams Excellent Communication Skills Proficiency in MS-Office Diploma or Graduate in electrical engineering with minimum 3 years of work experience in Data center management/ operations

About The Role Kotak Mahindra Bank "¢Verification of executed legal documents as per Documentation Grid released by the legal team from time to time & Sanction Letter / Term Sheet issued by the business / credit team. "¢Stamp Duty as per Legal Stamp Duty Grid is adhered too. "¢Limits & Collateral Maintenance. "¢CERSAI Maintenance. (Charge Creation & Release) Checker for Mortgage, Hypothecation & Intangible assets - basis terms of sanctions. "¢Updating of PSL for CCOD product basis the PSL template received from business along with TS / SL. "¢Insurance Policy Maintenance (basis terms of Sanction) - information to centrailzed insurance policy maintenance desk. "¢Preparation and releasing the Disbursement Advice to Loan Maintenance Team for disbursement of loans in LPS. (Wherever there is a term loan / WCDL facility at the time of limit setting), Limit loading Instructions (LLI) to Treasury team for treasury products & CMS team for CMS products. "¢Insertions (documents received post disbursement). "¢Deferral Closures (post receipt of requisite document from Business Unit against deferral obtained). "¢Tracking of post disbursement conditions related to Wholesale & Commercial operations in DRS as "pre-approved". "¢Handover of Files (All documents except Title Deeds) & Dockets (Title Deeds Property wise i.e. for every property mortgaged separate docket is a must) including insertions to DMT for further action & receipt of acknowledgement in ET / Register (in case of non-ET transactions, if any). "¢Handover of PDC / SPDC"™s to the Vendor on a weekly basis & receive acknowledgement. "¢Liaison with Auditors & Ensure no audit queries. MIS (Daily Reporting, Pending Status, Insertions). "¢Confirmation to DMT for Release of property & verification of the property documents before releasing to customer / RM / customer service. "¢Signatories for issuance of sanction letter are in accordance to the list of signatories provided by Business & Credit "¢Qualification Graduate / Post-Graduate Detail oriented and ability to multi-task Good Interpersonal skills and ability to work in teams Excellent Communication Skills Proficiency in MS-Office Diploma or Graduate in electrical engineering with minimum 3 years of work experience in Data center management/ operations

About The Role Kotak Mahindra Bank "¢Verification of executed legal documents as per Documentation Grid released by the legal team from time to time & Sanction Letter / Term Sheet issued by the business / credit team. "¢Stamp Duty as per Legal Stamp Duty Grid is adhered too. "¢Limits & Collateral Maintenance. "¢CERSAI Maintenance. (Charge Creation & Release) Checker for Mortgage, Hypothecation & Intangible assets - basis terms of sanctions. "¢Updating of PSL for CCOD product basis the PSL template received from business along with TS / SL. "¢Insurance Policy Maintenance (basis terms of Sanction) - information to centrailzed insurance policy maintenance desk. "¢Preparation and releasing the Disbursement Advice to Loan Maintenance Team for disbursement of loans in LPS. (Wherever there is a term loan / WCDL facility at the time of limit setting), Limit loading Instructions (LLI) to Treasury team for treasury products & CMS team for CMS products. "¢Insertions (documents received post disbursement). "¢Deferral Closures (post receipt of requisite document from Business Unit against deferral obtained). "¢Tracking of post disbursement conditions related to Wholesale & Commercial operations in DRS as "pre-approved". "¢Handover of Files (All documents except Title Deeds) & Dockets (Title Deeds Property wise i.e. for every property mortgaged separate docket is a must) including insertions to DMT for further action & receipt of acknowledgement in ET / Register (in case of non-ET transactions, if any). "¢Handover of PDC / SPDC"™s to the Vendor on a weekly basis & receive acknowledgement. "¢Liaison with Auditors & Ensure no audit queries. MIS (Daily Reporting, Pending Status, Insertions). "¢Confirmation to DMT for Release of property & verification of the property documents before releasing to customer / RM / customer service. "¢Signatories for issuance of sanction letter are in accordance to the list of signatories provided by Business & Credit "¢Qualification Graduate / Post-Graduate Detail oriented and ability to multi-task Good Interpersonal skills and ability to work in teams Excellent Communication Skills Proficiency in MS-Office Diploma or Graduate in electrical engineering with minimum 3 years of work experience in Data center management/ operations

About The Role Kotak Mahindra Bank Department Commercial Operations Level M4 "¢Verification of executed legal documents as per Documentation Grid released by the legal team from time to time & Sanction Letter / Term Sheet issued by the business / credit team. "¢Stamp Duty as per Legal Stamp Duty Grid is adhered too. "¢Limits & Collateral Maintenance. "¢CERSAI Maintenance. (Charge Creation & Release) Checker for Mortgage, Hypothecation & Intangible assets - basis terms of sanctions. "¢Updating of PSL for CCOD product basis the PSL template received from business along with TS / SL. "¢Insurance Policy Maintenance (basis terms of Sanction) - information to centrailzed insurance policy maintenance desk. "¢Preparation and releasing the Disbursement Advice to Loan Maintenance Team for disbursement of loans in LPS. (Wherever there is a term loan / WCDL facility at the time of limit setting), Limit loading Instructions (LLI) to Treasury team for treasury products & CMS team for CMS products. "¢Insertions (documents received post disbursement). "¢Deferral Closures (post receipt of requisite document from Business Unit against deferral obtained). "¢Tracking of post disbursement conditions related to Wholesale & Commercial operations in DRS as "pre-approved". "¢Handover of Files (All documents except Title Deeds) & Dockets (Title Deeds Property wise i.e. for every property mortgaged separate docket is a must) including insertions to DMT for further action & receipt of acknowledgement in ET / Register (in case of non-ET transactions, if any). "¢Handover of PDC / SPDC"™s to the Vendor on a weekly basis & receive acknowledgement. "¢Liaison with Auditors & Ensure no audit queries. MIS (Daily Reporting, Pending Status, Insertions). "¢Confirmation to DMT for Release of property & verification of the property documents before releasing to customer / RM / customer service. "¢Signatories for issuance of sanction letter are in accordance to the list of signatories provided by Business & Credit "¢Qualification Graduate / Post-Graduate Detail oriented and ability to multi-task Good Interpersonal skills and ability to work in teams Excellent Communication Skills Proficiency in MS-Office Diploma or Graduate in electrical engineering with minimum 3 years of work experience in Data center management/ operations

About The Role Kotak Mahindra Bank Department Commercial Operations Level M4 "¢Verification of executed legal documents as per Documentation Grid released by the legal team from time to time & Sanction Letter / Term Sheet issued by the business / credit team. "¢Stamp Duty as per Legal Stamp Duty Grid is adhered too. "¢Limits & Collateral Maintenance. "¢CERSAI Maintenance. (Charge Creation & Release) Checker for Mortgage, Hypothecation & Intangible assets - basis terms of sanctions. "¢Updating of PSL for CCOD product basis the PSL template received from business along with TS / SL. "¢Insurance Policy Maintenance (basis terms of Sanction) - information to centrailzed insurance policy maintenance desk. "¢Preparation and releasing the Disbursement Advice to Loan Maintenance Team for disbursement of loans in LPS. (Wherever there is a term loan / WCDL facility at the time of limit setting), Limit loading Instructions (LLI) to Treasury team for treasury products & CMS team for CMS products. "¢Insertions (documents received post disbursement). "¢Deferral Closures (post receipt of requisite document from Business Unit against deferral obtained). "¢Tracking of post disbursement conditions related to Wholesale & Commercial operations in DRS as "pre-approved". "¢Handover of Files (All documents except Title Deeds) & Dockets (Title Deeds Property wise i.e. for every property mortgaged separate docket is a must) including insertions to DMT for further action & receipt of acknowledgement in ET / Register (in case of non-ET transactions, if any). "¢Handover of PDC / SPDC"™s to the Vendor on a weekly basis & receive acknowledgement. "¢Liaison with Auditors & Ensure no audit queries. MIS (Daily Reporting, Pending Status, Insertions). "¢Confirmation to DMT for Release of property & verification of the property documents before releasing to customer / RM / customer service. "¢Signatories for issuance of sanction letter are in accordance to the list of signatories provided by Business & Credit "¢Qualification Graduate / Post-Graduate Detail oriented and ability to multi-task Good Interpersonal skills and ability to work in teams Excellent Communication Skills Proficiency in MS-Office Diploma or Graduate in electrical engineering with minimum 3 years of work experience in Data center management/ operations

Role : 1.You will be responsible for assisting end users on applications problems, system administration issues, or network concerns 2. Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via telephone, chat, email, or walk-ins 3. Identify and escalate tickets requiring urgent attention and action 4. Log all contacts and document all the activities and results accurately and completely within the incident management tool 5. Deal with and resolve helpdesk requests

NTT Data is looking for IT Service Desk Associates /Immediate joiners Location : Bangalore Mode : On-site Shifts : Rotational Notice : Immediate to 30 days joiners only Role Overview: The Service Desk Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. Role Responsibilities: Identifies issues, apply fixes and investigate root causes using internal instructions. Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail. Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance. Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner. Key Skills: Ideally University education, preferably technical degree, or Microsoft certifications. Advanced level troubleshoot , better communication skills, Windows , Hardware, Sharepoint, COTS applications - MS Office, Office 365. Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications. Experience of providing Hybrid (Office and Remote) IT support is an advantage. Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills. Excellent communication and customer service skills. Flexibility to work shifts if required.

Role & responsibilities Service Desk Specialist- Lead 24/7 Operations- Rotational Shift & week Offs Candidate must have knowledge on English Language, 5+ Years of experience with good communication in English Language and technical skills on windows desktop platform. 24/7 Support Model (L2- Remotely End user Support for US and Canada users.) Responding to client support requests and contacting User to find out the nature of the problem. Resolving user issues related to basic desktop issues related to deployed software images, software packages, delivered patches, security updates and necessary tools for user desktop/laptops. Escalating software and other application issues to the subject teams. Troubleshooting desktop/laptop hardware and software issues, that can be worked upon remotely. OS/ Office/ basic system application/Anti-Virus client support. Outlook, browser, Printer/scanner installation, configuration and troubleshooting on client system. Strong experience & Knowledge of ITIL Process. Strong experience & Knowledge of MIM. People management experience. Preferred candidate profile Notice: Immediate Experience: 7+ yrs. Must have : ITIL Experience, International calling/Voice Process experience Graduation is must.

About The Role Do RESPONSIBILITIES Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration. Coordinating with the respective SMEs for speedy resolution of the Major Incident Ensuring the Major incident is resolved within the SLAs agreed with the Customer Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high. Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed. Ensuring that all the resolution procedures are updated in the knowledge database / Work log Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future. Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process) Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process. Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents KEY SKILLS AND COMPETENCIES 8-10 years exp in driving the service operations. Min 8 year of experience in managing the IM and MIM processes Preferably ITIL Expert, or Min two ITIL Intermediate certified professional Strong analytical, communication, presentation and reporting skills Good leadership, people management and operational skills Should have exposure to ITIL practices. Good written & verbal communication skills Experience in helpdesk environment Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere Ability to work in shift and flexible schedule Ability to motivate staff Excellent team skills with ability to listen and contribute to discussions and meetings Building & Maintaining Relationships End to end ownership for customer satisfaction through levels of support Planning and organization & working well with Virtual Team Virtual Team Management Skills Relationship Management for services and vendors interface Mandatory Skills: ITIL Incident Mgmt . Experience5-8 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.