1424 Service Desk Jobs - Page 19

IT Monitoring Engineer will be responsible to support the monitoring infrastructure in delivering and maintaining the system management event monitoring capabilities. Monitoring Engineer will work in cooperation with Technical and Operational staff ensuring that monitoring capabilities are conformal with operational needs. Key Responsibilities: Drive P1/P2 calls as needed. Monitor and maintain global infrastructure; telecommunications circuits, routers, network devices, servers, storage etc. using industry standard tools Monitor applications and services; URLs, applications, middleware for potential issues and risks etc. using industry standard tools. Respond to alerts and risks following established procedures to ensure customer SLAs are maintained. Log, Report and Escalate service incidents and risks to specialists using standard ITSM tools and procedures. Work shifts as allocated to ensure 24 x 7 x 365 cover for services. Communicate with internal business users as required to provide ongoing notifications of service risks and issues Role Summary. Management of high risk or critical incidents ensuring each is evaluated accurately and escalated quickly to the appropriate 2nd or 3rd line team for analysis or resolution. Coordinate and manage relationships with other support teams to ensure highest possible service availability and facilitate the communication of service status updates in an effective and timely manner. Act as a first point of escalation for advanced, high severity or difficult issues for L1 where you will have an active role in guiding and motivating the Infrastructure Operations L1 team members in responding to and managing risks and incidents. Identify, evaluate, and prioritize service risks, issues and problems. Required Technical Skills: Intermediate Knowledge of monitoring applications will be beneficial but not a requirement (HPESite Scope, Network Node Manager(NNMi), Nagios tool as well. Knowledge on ITIL process (Incident/Change Management). Excellent spoken and written English and communication skills maintaining a professional manner especially when under pressure. Ability to understand the potential impact of service risks and incidents be able to escalate as appropriate

A Team Lead (Ops) is responsible for ensuring that solutions and services are delivered to customers and stakeholders on time and in line with the SLA, company policies and controls. Provide direction, instructions and guidance to the team for achieving the set goal. High proficiency in Verbal /Written English. Knowledge of MS Office, G Suite. A Clear Communicator. Strong Organization Skills. Confident in the Team. An Example of Integrity. Influential in Core Areas. Powerful Facilitator. A Skilled Negotiator. Provide status reporting of team activities to the reporting manager. Keep the reporting manager informed of task accomplishment, issues and status. Serve as a focal point to communicate and resolve interface and integration issues with other teams. Escalate issues which cannot be resolved by the team to reporting manager. Provide guidance to the team based on management direction.

Urgent openings for Technical Support Analyst - Hyderabad Posted On 25th Sep 2015 07:50 AM Location Hyderabad Role / Position Technical Support Analyst Experience (required) 1 plus years Description What Youll Do In the Technical Support Analyst role, you will be the initial point of contact for our clients in resolving technical and application related inquiries regarding our software product. In assessing and resolving end-user questions you will deliver world-class technical and application support to our dynamic and growing customer base. Responsibilities: Help resolve software and technical questions for the customer efficiently and effectively Gather the required information necessary in order to best handle customer software and technical inquiries Manage customer expectations regarding estimated response times for issue resolution Extensively research and document customer technical issues Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate Partner with Technical Support team members on various strategic projects when needed Extensively research and document customer technical issues Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status Collaborate with other Support Analysts and Support Engineers to identify high priority issues and engage the Service Delivery, Software Engineering and Quality Engineering teams. What Were Looking For Bachelor's degree from an accredited University or College 1+ year work experience in delivering software support preferably at a SaaS company Must have passion for being part of a hard working, winning team Must have ability to multi-task in a fast paced environment Must have excellent ability to learn and articulate software-related and technical concepts Must have strong active listening skills Must have excellent Customer Service skills Must have strong attention to detail when communicating with customers (verbal & written) Must have ability to empathize with customers and convey confidence Must have expertise working with Microsoft Excel Must have strong documentation skills If interested, please share your updated profile Send Resumes to girish.expertiz@gmail.com -->Upload Resume

We are hiring an IT Asset Management Executive with hands-on experience using ManageEngine tools for tracking and managing IT assets. The role involves overseeing the full lifecycle of IT assets, from procurement to retirement, ensuring accuracy.

We have immediate openings for FS Lead critica. FS Lead critical skills required are how to set governance, govern over transition /KT progress, ensure vendor is allocating right leads/next level organisation, ensure contractual SLA and supporting KPIs are measured and monitored, Establish Escalation process, Establish customisation for VIP/Site specific needs/ Engineering needs. Thanks

Required Skills: Descent English Communications Skills (Verbal and Written) Responsibilities: 1. As a Support Analyst, 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. Who is Eligible : Any Graduate/Post-Graduate (Full time) Who is Not Eligible : Under Graduate / Distance Learning Graduate / Yet to appear final year exam / Already attended the Interview for this position in last 6 Months.

Provide technical support and troubleshooting for end users through various channels. You will resolve incidents, manage service requests, and ensure smooth IT operations. Experience in IT support and service desk operations is required.

Job Summary Knowledge Manager Responsibilities Designing developing and managing programs related to knowledge management. Deploying training communications and awareness programs related to knowledge management Identifying ways to improve the current knowledge management system. Developing new programs and solutions that meet the needs of the department. Collaborating with multiple teams to capture new information that can be stored in knowledge base Maintaining the knowledge management system or platform (CMS LMS etc.). Conducting evaluation strategies to gauge knowledge program effectiveness and return on investment. This can include metrics collection analysis and reporting. Encouraging a knowledge-sharing culture across the organization. Certifications Required ITIL

Greetings from Infosys BPM Ltd., We are hiring for Service Desk - International Voice Process in Pune. Education Qualification: Full-time graduation / Post graduation Shifts: 24*7 rotational shifts Please find below Job Description for your reference: Infosys BPM Ltd. is hiring for (Service Desk- Voice, Pune) Role: Service Desk - International Voice Shift: 24/7 Location: Pune (Work from office) Experience: 1 - 2 Years Job Description Excellent communication skills to attend/resolve client issues on calls/chat/mail. Experience in using ticketing tools such as Service now, Remedy, control M will be added advantage Experience of resolving queries utilizing voice skill on any of VPN, Drivers, O365, driver installations, Active directory General support knowledge of Operating systems across various platforms and basic concepts of networking, cloud computing Productivity applications like Microsoft office tools. Open to work in 24*7 and work from office environment Analytical problem solvers who will understand issues and to resolve customer issues Problem solving skills and quick thinking to own & resolve customers issues independently, thoroughly & efficiently Being proactive and show the utmost respect for customers time Good time management, ensuring all contacts with customers add value Work from Office Must adhere and non-negotiables : Excellent in communication Comfortable working in US shift 24*7, flexible shifts 100% WFO, no hybrid Preferred Qualifications : Any Graduate Regards, Infosys BPM Talent Acquisition | INFY HR

Skills- O365, WindowsOS, Microsoft applications Minimum 2 years of exp in Technical support with international voice. Excellent communications Immediate joiners only Location- Hyderabad (WFO) Rotational shifts Budget- Up to 6 LPA No. 7742324144

Job Title: Service Desk Analyst / Service Desk Technician Department: IT Support / IT Services Location: Chennai Reports To: IT Support Manager / Service Desk Lead Job Summary: We are seeking a customer-focused and technically skilled Service Desk Analyst to provide first-line support to end-users. This role involves diagnosing, resolving, and escalating technical issues, ensuring minimal disruption to business operations and excellent user satisfaction. Key Responsibilities: Serve as the first point of contact for end-users via phone, email, chat, or ticketing system. Troubleshoot and resolve IT issues related to hardware, software, network, and applications. Log, categorize, prioritize, and track incidents and service requests in the ITSM system (e.g., ServiceNow, Jira, Freshservice). Provide support for Windows, macOS, Office 365, VPN, printers, and mobile devices. Follow standard procedures and protocols for issue resolution and escalation. Ensure proper documentation of incidents, problems, and solutions in the knowledge base. Assist in onboarding/offboarding users, including account creation, equipment setup, and access rights. Maintain excellent communication with users throughout the lifecycle of support requests. Collaborate with other IT teams to resolve complex issues. Identify recurring issues and suggest improvements or preventive measures. Required Qualifications: 08 years of experience in a service desk, help desk, or IT support role. Strong understanding of computer systems, mobile devices, and other tech products. Familiarity with ITSM tools and remote support solutions. Excellent problem-solving skills and attention to detail. Strong verbal and written communication skills. Customer-first mindset with the ability to manage multiple tasks effectively. Preferred Qualifications: IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft 365 Certified). Experience in supporting Active Directory, Exchange, VPN, or cloud-based systems. Knowledge of ticketing systems like ServiceNow, Zendesk, or similar platforms. Familiarity with security best practices. Contact Aditya - 9686682465 / 7259027282 / 7259027295 / 7760984460 / 9900024811

Skill required: Voice - Customer Service Designation: IT Service Management Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years Language - Ability: English(International) - Advanced 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 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 SupportCustomer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships. What are we looking for Incident ManagementProblem ManagementKnowledge ManagementService Quality ManagementCustomer Service ManagementAbility to work well in a teamAdaptable and flexibleAgility for quick learningCollaboration and interpersonal skillsCommitment to quality Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years Language - Ability: English(International) - Expert 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 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.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Workforce AnalyticsWorkforce Experience AnalyticsAdaptable and flexibleAgility for quick learningAbility to work well in a teamAbility to meet deadlinesWritten and verbal communicationMicrosoft ExcelMicrosoft PowerPoint 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 Any Graduation

Role - Operation Manager Skills - Windows Support | Technical Support | Microsoft application Support Exp - Min 8 Years , 2 Years as a Operation manager Loc - Hyderabad 9116324602 | teena.ghrs@gmail.com

Job Details SkillChange Manager Experience3+ Years Location- Bangalore Notice Period Immediate to 15 Days Employee typeContract to Hire JD Incident ManagementCo-ordinate with Service Desk and Incident management team in the identification of Major Incidents; manage Major Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate with Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during Major Incidents. Problem ManagementManage Problems to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems Root Cause Analysis & Post Mortem reviewsChair Post Mortem Review meetings following Major Incidents; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner. ReportingProduce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc; hold regular meetings with internal support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved. CommunicationDeliver & manage high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organization; provide a practical representation of the Customer view within IT and the Service Centre; attend Customer meetings, review SLA performance, take part in new projects and represent the Service Centre viewpoint & input. Please Share your Updated CVs to sushma.kadari@ideslabs.com First Name Last Name Date of Birth Pass Port No and Expiry Date Alternate Contact Number Total Experience Relevant Experience Current CTC Expected CTC Current Location Preferred Location Current Organization Payroll Company Notice period Holding any offer

About the Role: Grade Level (for internal use): 07 The Customer Care Team is responsible for participating in all aspects of receiving, evaluating, and resolving S&P Global Market Intelligences customer service issues in a timely fashion. Team members focus on providing a first-class service that contributes to measurable increase in customer satisfaction and enhanced business value to S&P Global. The successful candidate will be responsible for ensuring that all contact with customers leaves them with a positive view of our activities would include: Resolution of customer support queries (email, phone, live chat, Salesforce cases) as it pertains to technical, functionality and market/data issues within agreed SLAs User management and customer on-boarding Permissioning of data and corresponding (billing) administration, ensuring compliance procedures are met Answering queries about permissioning from colleagues and Third-Party data providers Develop specialist status, thorough expertise, in an assigned product area. Become a go-to person for that product to support customers and internal staff queries Act as the point person on product operational changes through scheduled product meetings Provide weekly product, support and project-based status updates at departmental meetings Assist with the creation and maintenance of Customer Care Team's processes and documentation to ensure efficient running of the team Identifying and escalating calls as needed to the appropriate level 2 support units Continually innovate and fine tune the service desk system and reports to maximize its efficiency Formulate and help implement effective business workflows and processes for internal S&P Global Market Intelligence departments using Salesforce as required Required Skills/Characteristics Strong English language verbal and written communication skills (Preferably with secondary language capabilityFrench, German, Spanish) Excellent organizational skills with the ability to integrate into a fast-paced environment with great attention to detail Ability to learn quickly and multitask Strong MS Excel skills Effective analytical and troubleshooting skills Flexible and reliable, able to adapt to changing situations. Team player, able to spot where help is required and can deliver help, coaching and training to other team members globally. Ability to use own initiative to solve problemsability to turn quality work around in quick timescales and can discern the need for urgency from unnecessary rush. Customer-facing phone experience Preferable Skills/Characteristics Work experience, either directly with the public or on a dedicated support desk Experience of financial services technology and/or market data experience Interest in financial markets Experience with a call management system and Salesforce tool Flexible and able to work on weekends as part of work week and during public holidays as necessary. Fresh graduates are encourage to apply About S&P Global Market Intelligence At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, andmake decisions with conviction.For more information, visit www.spglobal.com/marketintelligence . Whats In It For You Our Purpose: Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technologythe right combination can unlock possibility and change the world.Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence, pinpointing risks and opening possibilities. We Accelerate Progress. Our People: Our Values: Integrity, Discovery, Partnership At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals. Benefits: We take care of you, so you cantake care of business. We care about our people. Thats why we provide everything youand your careerneed to thrive at S&P Global. Health & WellnessHealth care coverage designed for the mind and body. Continuous LearningAccess a wealth of resources to grow your career and learn valuable new skills. Invest in Your FutureSecure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs. Family Friendly PerksIts not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families. Beyond the BasicsFrom retail discounts to referral incentive awardssmall perks can make a big difference. For more information on benefits by country visithttps://spgbenefits.com/benefit-summaries Global Hiring and Opportunity at S&P Global: At S&P Global, we are committed to fostering a connected andengaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets. Recruitment Fraud Alert If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, pre-employment training or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here. ----------------------------------------------------------- Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person. US Candidates Only The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf ----------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP203 - Entry Professional (EEO Job Group)

Greetings from KVC CONSULTANTS LTD!! Job description: We Are Hiring For International Service Desk Role With Leading IT Company. (Immediate Joining to 30 Days) Job Locations : Bangalore (Electronic City) & PUNE (HINJEWADI PHASE - 2) 5 WORKING DAYS 2 DAYS OFF ROTATIONAL SHIFTS ANY GRADUATES BOTH SIDES CABS FOR PUNE LOCATIONS:- Salary Structure : Rs 4 LPA -- FOR 1+ Years of Exp FOR BANGALORE LOCATION:- Salary Structures: Rs 4 LPA -- FOR 1 Year of Exp ## FRESHERS ARE ALSO BEING HIRED FOR SALARY OF Rs 2.77 LPA -- B-TECH AND BCA -- GRADUATES WHO ARE GOOD IN TECHNICAL AND COMM SKILLS . Language: Proficient in English (Read + Write + Speak ) Role purpose: Resolve End Users infra issues when they seek help from IT help desk through various mediums like calls , chat and Service Requests *Roles and Responsibilities of Service Desk in an International BPO* Incident Management: Handle and resolve technical issues, service interruptions, or customer complaints promptly to minimize downtime and disruptions for clients. Ticketing System Management: Create, manage, and track service requests or incidents in the ticketing system, ensuring timely responses and resolutions. Customer Support: Provide first-line support for clients or end-users through multiple channels (phone, email, chat), ensuring accurate solutions and professional service. Problem Diagnosis: Identify the root cause of issues reported by customers and provide effective solutions or escalate to higher-level support teams when necessary. Service Level Agreement (SLA) Compliance: Ensure all service requests are handled within agreed-upon SLAs, maintaining response and resolution times. Knowledge Management: Maintain and update knowledge base articles, troubleshooting guides, and FAQs to assist both customers and agents in resolving common issues. Escalation Management: Escalate unresolved or complex issues to the appropriate tier of support or specialized teams, ensuring efficient issue resolution. Monitoring and Reporting: Monitor system performance, incident trends, and ticket progress, and generate reports for continuous service improvement. Customer Satisfaction Focus: Ensure positive customer experiences by resolving queries efficiently and providing quality service at all stages of the support process. Service Continuity: Actively participate in activities ensuring consistent service availability and quick recovery from service disruptions or outages.Mandatory Language Skill: Prior SD experience and good English speaking skills " Note:- This is a WFO Profile and Candidate should be comfortable working for Bangalore or Pune because this profile is available for these two locations. DM / WA / CALL ---Schedule your interview kindly call or drop your resume on the given numbers AND write - PUNE SD OR BANGLORE SD WITH OUR RESUME . FAREEHA -- 8528371817 YAGANSHI --- 9821182648 LAIBA -- 99654201996 AREESHA-9628373763 DIVYA-9821182650 VANSHIKA-9628373762 SIYA-7565006262

Technical skills:- Skilled in real-time ticket monitoring and SLA management. Experienced with Hostbill, WHMCS, and Zendesk. Background in NOC/helpdesk and cloud hosting support. Strong IT and cloud infrastructure knowledge..

Manage IT deliverables for Voice support across multiple shift with rotational weekly offs Have close working relationships with IT support teams, IT service management, business and IT security teams to ensure prompt and appropriate management of user access requests and incidents. Process clients requests in line with the organizations security policies, existing mainframe access control lists. Display the highest standards of professionalism, email etiquette and ownership in handling each request and driving it to resolution. Display a team-spirit and work in cohesion to effectively manage requests and sub-tasks. Manage Deliverables for Voice and Chat support Access provision on systems within the scope of Offshore team Routing requests to resolution groups when incidents are not within the scope of the offshore team. Monitoring the status and progress toward resolution of all open incidents. Provision of access as per user requirement Keeping requestors informed on progress made. Assignment of the incidents, escalating the process related matters, if necessary. Co-ordination with other support teams and closure Communicate with Aviva employees, including contractors & vendors, via telephone, email, and other electronic communications regarding requests & their resolution. Coalesce with sister departments to lend completeness to a request while retaining ownership of the request and being the face of AVIVA IT division to the employee. 1 to 2 yrs experience, - Immediate joiners.

Incident Management: Receive, log, and manage user requests and incidents via phone, email, and ticketing system. Technical Support: Provide initial troubleshooting and support for hardware, software, and network issues. User Assistance: Guide users through problem resolution and assist with account management tasks (e.g., password resets). Escalation: Identify and escalate complex issues to higher-level support teams as needed. Documentation: Maintain accurate documentation of support requests, solutions provided, and known issues. Service Improvement: Contribute to improving processes and procedures within the Service Desk. Technical Skills: Familiarity with Windows/Linux operating systems, Microsoft Office Suite, and common business applications. Communication Skills: Strong verbal and written communication skills; ability to explain technical concepts to non-technical users. Problem-Solving: Effective troubleshooting and analytical skills with a focus on customer satisfaction. Coverage : Should be ready to work in 24/7 environment. :

!!Hiring for CMM level 5 organisation!!Ensure that specific and measurable targets are developed for all IT services.Monitor service performance against SLAs.Should be flexible to work in rotational shifts.People management includes roster management Required Candidate profile Designation:Helpdesk Lead Location:Lower Parel Experience:4+ Years contact:snehapawar@peshr.com/7021769496 Should have good communication skill (Verbal & Written) ITIL Knowledge or Certification

Job description 1 year of tech support experience with International BPO (Mandate) Roles and Responsibilities Provide technical support to customers via phone, email, or chat for server and cloud-related issues. Troubleshoot hardware and software problems using various tools such as TSE Process, Network Troubleshooting, and Network Support. EPS (Server support) operates on callback model where the cases are created for the customers and the engineers talk to the customers. Troubleshooting on 2003,2008, 2008r2, SCCM, SCMON, Win XP, Vista, Win7, Win10, Win11Exchange 2007, IIS, ISA. Desired Candidate Profile 1-6 years of experience in a similar role providing technical support for servers and clouds. Proficiency in networking concepts including troubleshooting techniques. Ability to work effectively in a fast-paced environment with multiple priorities. Strong Problem Solving and Troubleshooting Skills & thinks logically. Understanding of Active Directory, DNS, DHCP, System Set up, System Performance and Domain Environment, Boot Process (Backup Process, Types Of Backup, Hyper-V Type 1 & Type 2 , Storage, Server Support . Exp / Knowledge on Microsoft OS Platforms. Candidate should be comfortable to work in 24*7 shifts. Requirements: Graduate / UG (any stream) Excellent communication skills in English (both verbal and written) Basic understanding of technical concepts (networking, OS, hardware/software) Willingness to work in rotational shifts and on rotational offs 1 year of tech support experience with International BPO (Mandate) Perks and Benefits Top Most MNC in Pune. Excellent client incentives. Cab facility. Competitive salary (3 LPA 8 LPA based on experience and performance) Opportunity to work in a fast-paced, international work environment Career growth and upskilling opportunities Interested in Joining? Call HR Ankita : +91 8840819455 Email: ankita2.jobfinder@gmail.com Please share this opportunity with friends who are actively looking for jobs!

Role & responsibilities Experience in Enterprise Support or B2B Support, Escalations handling, Incident management and any ticketing tool exposure with Excellent communication skills we are preffering. As a member of the Support Service Management team, we provide a personalized support service to our Ultimate Support plan customers. The SSM is a critical role included as part of the customer facing team for our Ultimate customers, focusing on the provision of a personalized support service that provides clear customer communications, regular updates, insights and guidance in collaboration with the Technical Account Manager. The Support Service Manager (SSM) will coordinate and collaborate with Ultimate support plan customers as well as internal technical teams to ensure expediency in issue resolution. The SSM will also provide our customers with improved transparency during issue resolution, regular support experience data and trend analysis, personalized updates during any critical service outage as well as issue management. Additional responsibilities will include establishing and developing positive relationships and collaboration with internal colleagues across all Customer Engineering teams, Sales, Customer Success and Consulting Services organizations. What Youll Do Key aspects of this role include the following activities: Partners with the TAM to ensure best in class customer support experience and management beginning with a smooth customer kick off for new Ultimate customers. Performs daily review of all assigned Ultimate customer issues and ensures the frequency and quality of customer updates is of a very high standard aligning with the customer priority and business impact description and in collaboration with Support Engineers and Management team. Leads regular support case queue reviews with the customer team members, ensuring accurate prioritization of issues, visibility on progress and latest updates as well as next steps. Provides oversight and ownership of any critical support issues and provides ongoing and personalized customer management and updates through to resolution of the issue. Contributes to the service review, focusing on performance of the technical support service delivery provided during the review period, identifying areas of success and opportunities for improvement. Defines and maintains the Service Improvement Plan communicating progress updates against agreed actions and collaborating with the Support Delivery Managers to address areas identified. Conducts customer specific RCA analysis following a significant event and ensures provision of the outcomes to the customer in an official Customer Facing Statement Responsible for the provision of Support Health data and insights to the Ultimate delivery team and helps evaluate and communicate the overall Technical Health of the customer. What you need to succeed Business insight You will need a high-quality business and strategic sense. You understand the need to balance Customer needs alongside company business objectives and strategy. You possess strong problem-solving skills and are forward-thinking. You appreciate the level of engagement required for premium support service delivery and can project the value of the Ultimate Support Plan and ensure consistent service quality. Results Focus You have with strong mentoring and coaching skills enabling the team members to deliver their best. You focus on long term sustainable strategic improvements in favor of short-term results . Influential Consistent record of accomplishment working with, influencing and leading virtual teams across a large global company. Experienced and effective in communicating to Director and above partners in Sales, Consulting and Engineering. Strong Communication Skills Highly articulate and presents plans and ideas in a compelling manner. Communicates passion, energy and enthusiasm. Able to handle C-level urgent customer communications, creating resolution plans and ensuring accurate execution of them. Able to build and communicate customer service reviews and set expectations according to business decisions. Support Experience You will have extensive experience supporting high profile Enterprise customers and/or have successfully led a software and/or SaaS-based technical support team, are a creative problem solver who is passionate about customer success and premium service delivery. You have experience in and enjoy collaborating with a wide range of colleagues to meet key performance indicators. Experience with developing and implementing Service Improvement Plans, ITIL or incident management would also be beneficial. Excellent organizational skills: ability to prioritize, manage, multi-task and implement projects multi-functionally. Work hours completely US based- EST & PST Qualifications and Skills Requirement: 1. 1. A degree in Computer Science, Information Technology, Business Administration, or a related field is preferred 2. Strong written and verbal communication skills with the ability to convey passion, energy, and enthusiasm. Capable of handling C-level customer communications and creating action plans 3. Must have worked in Customer Service industry with a good exposure of handling Enterprise customers 4. Familiarity with Digital Marketing, ITIL principles and incident management would be an added advantage

Roles and Responsibilities Customer Service Resolve service requests and complaints as per the defined process, ensuring SLA adherence Regular communication with customers on the status of the requests including product installations, repairs and returns Interaction across touch points, including service centres, brands and stores to ensure timely resolution of the complaints Process & Performance Management: Ensure compliance of all SOPs relating to the Customer Service Desk Daily review & follow up on complaints and resolution as per predefined SLA & TAT Review of parameters such as Customer NPS, VOC and take necessary steps to improve on the same Desired Candidate Profile +12th / Graduate with 1-3 Years of Experience in Customer service desk Perks and Benefits Monthly & Quarterly Incentive 1.5 Days Week off Contact- Shiva-8885190549

Roles and Responsibilities Customer Service Resolve service requests and complaints as per the defined process, ensuring SLA adherence Regular communication with customers on the status of the requests including product installations, repairs and returns Interaction across touch points, including service centres, brands and stores to ensure timely resolution of the complaints Process & Performance Management: Ensure compliance of all SOPs relating to the Customer Service Desk Daily review & follow up on complaints and resolution as per predefined SLA & TAT Review of parameters such as Customer NPS, VOC and take necessary steps to improve on the same Desired Candidate Profile +12th / Graduate with 1-3 Years of Experience in Customer service desk Perks and Benefits Monthly & Quarterly Incentive 1.5 Days Week off Contact- Shiva-8885190549