2532 Service Desk Jobs - Page 20

About The Role 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 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 serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your exceptional communication skills to ensure our world-class systems operate smoothly. You will be dedicated to maintaining quality and will leverage your deep product knowledge to accurately define client issues and design effective resolutions, ensuring a seamless experience for all users. Roles & Responsibilities:Deliver Level 1 (L1) Technical Support through the IT Service Desk, ensuring timely resolution of user issues.Troubleshoot and resolve technical problems efficiently, providing clear guidance to end users.Accurately log and document all client interactions, issues, and resolutions within the ITSM tool to maintain comprehensive records.Collaborate proactively with team members to enhance service delivery and elevate the overall client experience.Take ownership of assigned tasks and work independently, progressing towards becoming a Subject Matter Expert (SME).Actively participate in team discussions, sharing insights and contributing to continuous improvement initiatives.Contribute to identifying and implementing effective solutions for work-related challenges.Assist in developing and refining support processes to streamline operations and improve service quality.Provide training, mentorship, and guidance to junior team members, fostering a positive and collaborative team environment. Professional & Technical Skills: Proficiency in Service Desk Management.Solid understanding of incident management processes.Experience with ITSM tools such as ServiceNow, BMC remedy, and other ticketing systems.Hands-on knowledge of Microsoft 365 (O365), MS Office Suite, Active Directory, and general hardware/software troubleshooting.Understanding of Service Level Agreements (SLAs) and ticket lifecycle.Experience supporting remote users and using remote troubleshooting tools.Excellent verbal communication skills with a neutral accent.Strong written communication skills, including proper email etiquette.Effective problem-solving and analytical skills.Strong customer service orientation.Ability to stay calm and composed under pressure, especially while handling irate customers and managing high call volumes.Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:Experience:3-4 years in IT Service Desk or Technical Support.Location:Position is based at our Bengaluru office. Educational Qualification:Minimum 15 years of full-time education is mandatory. Qualification 15 years full time education

About The Role 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 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 serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your exceptional communication skills to ensure our world-class systems operate smoothly. You will be dedicated to maintaining quality and will leverage your deep product knowledge to accurately define client issues and design effective resolutions, ensuring a seamless experience for all users. Roles & Responsibilities:Deliver Level 1 (L1) Technical Support through the IT Service Desk, ensuring timely resolution of user issues.Troubleshoot and resolve technical problems efficiently, providing clear guidance to end users.Accurately log and document all client interactions, issues, and resolutions within the ITSM tool to maintain comprehensive records.Collaborate proactively with team members to enhance service delivery and elevate the overall client experience.Take ownership of assigned tasks and work independently, progressing towards becoming a Subject Matter Expert (SME).Actively participate in team discussions, sharing insights and contributing to continuous improvement initiatives.Contribute to identifying and implementing effective solutions for work-related challenges.Assist in developing and refining support processes to streamline operations and improve service quality.Provide training, mentorship, and guidance to junior team members, fostering a positive and collaborative team environment. Professional & Technical Skills: Proficiency in Service Desk Management.Solid understanding of incident management processes.Experience with ITSM tools such as ServiceNow, BMC remedy, and other ticketing systems.Hands-on knowledge of Microsoft 365 (O365), MS Office Suite, Active Directory, and general hardware/software troubleshooting.Understanding of Service Level Agreements (SLAs) and ticket lifecycle.Experience supporting remote users and using remote troubleshooting tools.Excellent verbal communication skills with a neutral accent.Strong written communication skills, including proper email etiquette.Effective problem-solving and analytical skills.Strong customer service orientation.Ability to stay calm and composed under pressure, especially while handling irate customers and managing high call volumes.Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:Experience:3-4 years in IT Service Desk or Technical Support.Location:Position is based at our Pune office. Educational Qualification:Minimum 15 years of full-time education is mandatory. Qualification 15 years full time education

About The Role 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 Good to have skills : NAMinimum 0-2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as a vital link between clients and the systems or applications they utilize. Your typical day will involve engaging clients to understand their needs, addressing their concerns with precision, and ensuring that our high-quality systems operate seamlessly. You will leverage your exceptional communication skills to provide support and solutions, ensuring client satisfaction and system reliability. Roles & Responsibilities:Provide Level 1 (L1) Technical Support through the IT Service Desk.Assist users in troubleshooting and resolving technical issues efficiently and effectively.Log and document client interactions, issues, and resolutions in the ITSM tool.Collaborate with team members to improve service delivery and enhance overall client experience. Professional & Technical Skills: Proficiency in Service Desk Management.Solid understanding of incident management processes.Experience with ITSM tools such as ServiceNow, BMC remedy, and other ticketing systems.Hands-on knowledge of Microsoft 365 (O365), MS Office Suite, Active Directory, and general hardware/software troubleshooting.Understanding of Service Level Agreements (SLAs) and ticket lifecycle.Experience supporting remote users and using remote troubleshooting tools.Excellent verbal communication skills with a neutral accent.Strong written communication skills, including proper email etiquette.Effective problem-solving and analytical skills.Strong customer service orientation.Ability to stay calm and composed under pressure, especially while handling irate customers and managing high call volumes.Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:Experience:02 years in IT Service Desk or Technical Support.Location:Position is based at our Bengaluru office. Educational Qualification:Minimum 15 years of full-time education is mandatory. Qualification 15 years full time education

About The Role 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 Good to have skills : NAMinimum 0-2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your communication skills to ensure smooth operations, and applying your product knowledge to address and resolve issues effectively. You will be dedicated to maintaining the quality of our world-class systems, ensuring that client interactions are handled with care and precision, ultimately contributing to a seamless user experience. Roles & Responsibilities:- Expected to build knowledge and support the team.- Participate in Problem Solving discussions.- Assist in troubleshooting and resolving client issues in a timely manner.- Document client interactions and resolutions to enhance team knowledge.- Collaborate with cross-functional teams to improve service delivery. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management.- Good To Have Skills: Experience with ticketing systems and customer relationship management tools.- Strong understanding of incident management processes.- Ability to communicate technical information clearly to non-technical users.- Familiarity with remote support tools and techniques. Additional Information:- The candidate should have minimum 0-2 years of experience in Service Desk Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

About The Role Project Role : Service Desk Lead Project Role Description : Oversee first-level technical support, ensure incidents and service requests are documented, tracked, and resolved within SLA. Manage scheduling coverage, set operational goals, and keep the team updated with necessary customer-specific knowledge. Maintain efficient service desk operations. Must have skills : SAP HCM Payroll Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Service Desk Lead, you will oversee first-level technical support, ensuring that incidents and service requests are documented, tracked, and resolved within service level agreements. Your typical day will involve managing the scheduling coverage for the team, setting operational goals, and ensuring that the team is equipped with the necessary customer-specific knowledge to maintain efficient service desk operations. You will also be responsible for fostering a collaborative environment that encourages team engagement and continuous improvement in service delivery. Roles & Responsibilities:- Expected to be an SME.- Collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Monitor team performance metrics and implement strategies for improvement.- Facilitate training sessions to enhance team skills and knowledge. Professional & Technical Skills: - Must To Have Skills: Proficiency in SAP HCM Payroll.- Good To Have Skills: Experience with SAP SuccessFactors.- Strong understanding of payroll processing and compliance regulations.- Familiarity with service desk software and ticketing systems.- Ability to analyze data and generate reports for management review. Additional Information:- The candidate should have minimum 5 years of experience in SAP HCM Payroll.- This position is based in Mumbai.- A 15 years full time education is required. Qualification 15 years full time education

About The Role 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 Good to have skills : NAMinimum 0-2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as a vital link between clients and the systems or applications they utilize. Your typical day will involve engaging clients to understand their needs, addressing their concerns with precision, and ensuring that our high-quality systems operate seamlessly. You will leverage your exceptional communication skills to provide support and solutions, ensuring client satisfaction and system reliability. Roles & Responsibilities:Provide Level 1 (L1) Technical Support through the IT Service Desk.Assist users in troubleshooting and resolving technical issues efficiently and effectively.Log and document client interactions, issues, and resolutions in the ITSM tool.Collaborate with team members to improve service delivery and enhance overall client experience. Professional & Technical Skills: Proficiency in Service Desk Management.Solid understanding of incident management processes.Experience with ITSM tools such as ServiceNow, BMC remedy, and other ticketing systems.Hands-on knowledge of Microsoft 365 (O365), MS Office Suite, Active Directory, and general hardware/software troubleshooting.Understanding of Service Level Agreements (SLAs) and ticket lifecycle.Experience supporting remote users and using remote troubleshooting tools.Excellent verbal communication skills with a neutral accent.Strong written communication skills, including proper email etiquette.Effective problem-solving and analytical skills.Strong customer service orientation.Ability to stay calm and composed under pressure, especially while handling irate customers and managing high call volumes.Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:Experience:02 years in IT Service Desk or Technical Support.Location:Position is based at our Pune office. Educational Qualification:Minimum 15 years of full-time education is mandatory. Qualification 15 years full time education

About The Role 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 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 serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your exceptional communication skills to ensure our world-class systems operate smoothly. You will be dedicated to maintaining quality and will leverage your deep product knowledge to accurately define client issues and design effective resolutions, ensuring a seamless experience for all users. Roles & Responsibilities:Deliver Level 1 (L1) Technical Support through the IT Service Desk, ensuring timely resolution of user issues.Troubleshoot and resolve technical problems efficiently, providing clear guidance to end users.Accurately log and document all client interactions, issues, and resolutions within the ITSM tool to maintain comprehensive records.Collaborate proactively with team members to enhance service delivery and elevate the overall client experience.Take ownership of assigned tasks and work independently, progressing towards becoming a Subject Matter Expert (SME).Actively participate in team discussions, sharing insights and contributing to continuous improvement initiatives.Contribute to identifying and implementing effective solutions for work-related challenges.Assist in developing and refining support processes to streamline operations and improve service quality.Provide training, mentorship, and guidance to junior team members, fostering a positive and collaborative team environment. Professional & Technical Skills: Proficiency in Service Desk Management.Solid understanding of incident management processes.Experience with ITSM tools such as ServiceNow, BMC remedy, and other ticketing systems.Hands-on knowledge of Microsoft 365 (O365), MS Office Suite, Active Directory, and general hardware/software troubleshooting.Understanding of Service Level Agreements (SLAs) and ticket lifecycle.Experience supporting remote users and using remote troubleshooting tools.Excellent verbal communication skills with a neutral accent.Strong written communication skills, including proper email etiquette.Effective problem-solving and analytical skills.Strong customer service orientation.Ability to stay calm and composed under pressure, especially while handling irate customers and managing high call volumes.Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:Experience:3-4 years in IT Service Desk or Technical Support.Location:Position is based at our Pune office. Educational Qualification:Minimum 15 years of full-time education is mandatory. Qualification 15 years full time education

About The Role 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 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 serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your exceptional communication skills to ensure our world-class systems operate smoothly. You will be dedicated to maintaining quality and will leverage your deep product knowledge to accurately define client issues and design effective resolutions, ensuring a seamless experience for all users. Roles & Responsibilities:Deliver Level 1 (L1) Technical Support through the IT Service Desk, ensuring timely resolution of user issues.Troubleshoot and resolve technical problems efficiently, providing clear guidance to end users.Accurately log and document all client interactions, issues, and resolutions within the ITSM tool to maintain comprehensive records.Collaborate proactively with team members to enhance service delivery and elevate the overall client experience.Take ownership of assigned tasks and work independently, progressing towards becoming a Subject Matter Expert (SME).Actively participate in team discussions, sharing insights and contributing to continuous improvement initiatives.Contribute to identifying and implementing effective solutions for work-related challenges.Assist in developing and refining support processes to streamline operations and improve service quality.Provide training, mentorship, and guidance to junior team members, fostering a positive and collaborative team environment. Professional & Technical Skills: Proficiency in Service Desk Management.Solid understanding of incident management processes.Experience with ITSM tools such as ServiceNow, BMC remedy, and other ticketing systems.Hands-on knowledge of Microsoft 365 (O365), MS Office Suite, Active Directory, and general hardware/software troubleshooting.Understanding of Service Level Agreements (SLAs) and ticket lifecycle.Experience supporting remote users and using remote troubleshooting tools.Excellent verbal communication skills with a neutral accent.Strong written communication skills, including proper email etiquette.Effective problem-solving and analytical skills.Strong customer service orientation.Ability to stay calm and composed under pressure, especially while handling irate customers and managing high call volumes.Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:Experience:3-4 years in IT Service Desk or Technical Support.Location:Position is based at our Bengaluru office. Educational Qualification:Minimum 15 years of full-time education is mandatory. Qualification 15 years full time education

About The Role 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 Good to have skills : NAMinimum 0-2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as a vital link between clients and the systems or applications they utilize. Your typical day will involve engaging clients to understand their needs, addressing their concerns with precision, and ensuring that our high-quality systems operate seamlessly. You will leverage your exceptional communication skills to provide support and solutions, ensuring client satisfaction and system reliability. Roles & Responsibilities:Provide Level 1 (L1) Technical Support through the IT Service Desk.Assist users in troubleshooting and resolving technical issues efficiently and effectively.Log and document client interactions, issues, and resolutions in the ITSM tool.Collaborate with team members to improve service delivery and enhance overall client experience. Professional & Technical Skills: Proficiency in Service Desk Management.Solid understanding of incident management processes.Experience with ITSM tools such as ServiceNow, BMC remedy, and other ticketing systems.Hands-on knowledge of Microsoft 365 (O365), MS Office Suite, Active Directory, and general hardware/software troubleshooting.Understanding of Service Level Agreements (SLAs) and ticket lifecycle.Experience supporting remote users and using remote troubleshooting tools.Excellent verbal communication skills with a neutral accent.Strong written communication skills, including proper email etiquette.Effective problem-solving and analytical skills.Strong customer service orientation.Ability to stay calm and composed under pressure, especially while handling irate customers and managing high call volumes.Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:Experience:02 years in IT Service Desk or Technical Support.Location:Position is based at our Bengaluru office. Educational Qualification:Minimum 15 years of full-time education is mandatory. Qualification 15 years full time education

About The Role 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 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 serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your exceptional communication skills to ensure our world-class systems operate smoothly. You will be dedicated to maintaining quality and will leverage your deep product knowledge to accurately define client issues and design effective resolutions, ensuring a seamless experience for all users. Roles & Responsibilities:Deliver Level 1 (L1) Technical Support through the IT Service Desk, ensuring timely resolution of user issues.Troubleshoot and resolve technical problems efficiently, providing clear guidance to end users.Accurately log and document all client interactions, issues, and resolutions within the ITSM tool to maintain comprehensive records.Collaborate proactively with team members to enhance service delivery and elevate the overall client experience.Take ownership of assigned tasks and work independently, progressing towards becoming a Subject Matter Expert (SME).Actively participate in team discussions, sharing insights and contributing to continuous improvement initiatives.Contribute to identifying and implementing effective solutions for work-related challenges.Assist in developing and refining support processes to streamline operations and improve service quality.Provide training, mentorship, and guidance to junior team members, fostering a positive and collaborative team environment. Professional & Technical Skills: Proficiency in Service Desk Management.Solid understanding of incident management processes.Experience with ITSM tools such as ServiceNow, BMC remedy, and other ticketing systems.Hands-on knowledge of Microsoft 365 (O365), MS Office Suite, Active Directory, and general hardware/software troubleshooting.Understanding of Service Level Agreements (SLAs) and ticket lifecycle.Experience supporting remote users and using remote troubleshooting tools.Excellent verbal communication skills with a neutral accent.Strong written communication skills, including proper email etiquette.Effective problem-solving and analytical skills.Strong customer service orientation.Ability to stay calm and composed under pressure, especially while handling irate customers and managing high call volumes.Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:Experience:3-4 years in IT Service Desk or Technical Support.Location:Position is based at our Pune office. Educational Qualification:Minimum 15 years of full-time education is mandatory. Qualification 15 years full time education

About The Role 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 Good to have skills : NAMinimum 0-2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your communication skills to ensure smooth operations, and applying your product knowledge to address and resolve issues effectively. You will be dedicated to maintaining the quality of our world-class systems, ensuring that client interactions are handled with care and precision, ultimately contributing to a seamless user experience. Roles & Responsibilities:- Expected to build knowledge and support the team.- Participate in Problem Solving discussions.- Assist in troubleshooting and resolving client issues in a timely manner.- Document and track client interactions and resolutions to enhance service delivery.- Collaborate with team members to share insights and improve overall support processes. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management.- Good To Have Skills: Experience with ticketing systems and customer relationship management tools.- Strong understanding of incident management processes.- Familiarity with remote support tools and techniques.- Ability to communicate technical information clearly to non-technical users. Additional Information:- The candidate should have minimum 0-2 years of experience in Service Desk Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

About The Role 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 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 serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your exceptional communication skills to ensure our world-class systems operate smoothly. You will be dedicated to maintaining quality and will leverage your deep product knowledge to accurately define client issues and design effective resolutions, ensuring a seamless experience for all users. Roles & Responsibilities:Deliver Level 1 (L1) Technical Support through the IT Service Desk, ensuring timely resolution of user issues.Troubleshoot and resolve technical problems efficiently, providing clear guidance to end users.Accurately log and document all client interactions, issues, and resolutions within the ITSM tool to maintain comprehensive records.Collaborate proactively with team members to enhance service delivery and elevate the overall client experience.Take ownership of assigned tasks and work independently, progressing towards becoming a Subject Matter Expert (SME).Actively participate in team discussions, sharing insights and contributing to continuous improvement initiatives.Contribute to identifying and implementing effective solutions for work-related challenges.Assist in developing and refining support processes to streamline operations and improve service quality.Provide training, mentorship, and guidance to junior team members, fostering a positive and collaborative team environment. Professional & Technical Skills: Proficiency in Service Desk Management.Solid understanding of incident management processes.Experience with ITSM tools such as ServiceNow, BMC remedy, and other ticketing systems.Hands-on knowledge of Microsoft 365 (O365), MS Office Suite, Active Directory, and general hardware/software troubleshooting.Understanding of Service Level Agreements (SLAs) and ticket lifecycle.Experience supporting remote users and using remote troubleshooting tools.Excellent verbal communication skills with a neutral accent.Strong written communication skills, including proper email etiquette.Effective problem-solving and analytical skills.Strong customer service orientation.Ability to stay calm and composed under pressure, especially while handling irate customers and managing high call volumes.Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:Experience:3-4 years in IT Service Desk or Technical Support.Location:Position is based at our Pune office. Educational Qualification:Minimum 15 years of full-time education is mandatory. Qualification 15 years full time education

About The Role 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 Good to have skills : NAMinimum 0-2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as a vital link between clients and the systems or applications they utilize. Your typical day will involve engaging clients to understand their needs, addressing their concerns with precision, and ensuring that our high-quality systems operate seamlessly. You will leverage your exceptional communication skills to provide support and solutions, ensuring client satisfaction and system reliability. Roles & Responsibilities:Provide Level 1 (L1) Technical Support through the IT Service Desk.Assist users in troubleshooting and resolving technical issues efficiently and effectively.Log and document client interactions, issues, and resolutions in the ITSM tool.Collaborate with team members to improve service delivery and enhance overall client experience. Professional & Technical Skills: Proficiency in Service Desk Management.Solid understanding of incident management processes.Experience with ITSM tools such as ServiceNow, BMC remedy, and other ticketing systems.Hands-on knowledge of Microsoft 365 (O365), MS Office Suite, Active Directory, and general hardware/software troubleshooting.Understanding of Service Level Agreements (SLAs) and ticket lifecycle.Experience supporting remote users and using remote troubleshooting tools.Excellent verbal communication skills with a neutral accent.Strong written communication skills, including proper email etiquette.Effective problem-solving and analytical skills.Strong customer service orientation.Ability to stay calm and composed under pressure, especially while handling irate customers and managing high call volumes.Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:Experience:02 years in IT Service Desk or Technical Support.Location:Position is based at our Pune office. Educational Qualification:Minimum 15 years of full-time education is mandatory. Qualification 15 years full time education

About The Role Project Role : Technology Support Engineer Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution. Must have skills : Python (Programming Language) Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Technology Support Engineer, you will engage in a dynamic environment where your primary focus will be on resolving incidents and problems that arise across various business system components. Your typical day will involve ensuring operational stability, creating and implementing Requests for Change, and updating knowledge base articles to facilitate effective troubleshooting. You will also collaborate with vendors and assist service management teams in analyzing and resolving issues, contributing to a seamless operational flow and enhanced service delivery. Roles & Responsibilities:- Expected to be an SME.- Collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate training sessions for junior team members to enhance their skills and knowledge.- Monitor and evaluate team performance to ensure alignment with organizational goals. Professional & Technical Skills: - Must To Have Skills: Proficiency in Python (Programming Language).- Strong problem-solving skills to address complex technical issues.- Experience with incident management and service desk tools.- Ability to work collaboratively in a team-oriented environment.- Familiarity with change management processes and best practices. Additional Information:- The candidate should have minimum 5 years of experience in Python (Programming Language).- This position is based in Pune.- A 15 years full time education is required. Qualification 15 years full time education

About The Role 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 Good to have skills : NAMinimum 0-2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your communication skills to ensure smooth operations, and applying your product knowledge to address and resolve issues effectively. You will be dedicated to maintaining the quality of our world-class systems, ensuring that client interactions are handled with care and precision, ultimately contributing to a seamless user experience. Roles & Responsibilities:- Expected to build knowledge and support the team.- Participate in Problem Solving discussions.- Assist in troubleshooting and resolving client issues in a timely manner.- Document client interactions and resolutions to enhance team knowledge.- Collaborate with cross-functional teams to improve service delivery. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management.- Good To Have Skills: Experience with ticketing systems and customer relationship management tools.- Strong understanding of incident management processes.- Familiarity with remote support tools and techniques.- Ability to communicate technical information clearly to non-technical users. Additional Information:- The candidate should have minimum 0-2 years of experience in Service Desk Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

About The Role 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 Good to have skills : NAMinimum 0-2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your communication skills to ensure seamless operation of our world-class systems. You will be dedicated to maintaining quality and will leverage your product knowledge to accurately identify client issues and design effective resolutions, ensuring a smooth user experience throughout the day. Roles & Responsibilities:- Expected to build knowledge and support the team.- Participate in Problem Solving discussions.- Assist in troubleshooting and resolving client issues effectively.- Collaborate with team members to enhance service delivery and client satisfaction.- Document client interactions and resolutions to improve future support processes. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management.- Strong communication skills to interact with clients and team members.- Ability to analyze and resolve technical issues efficiently.- Familiarity with ticketing systems and support tools.- Understanding of application support processes and best practices. Additional Information:- The candidate should have minimum 0-2 years of experience in Service Desk Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

About The Role 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 Good to have skills : NAMinimum 0-2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your typical day will involve engaging with clients to understand their needs, providing exceptional support, and ensuring the smooth operation of our world-class systems. You will utilize your communication skills to address client issues effectively and work towards designing resolutions that enhance user experience and satisfaction. Roles & Responsibilities:- Expected to build knowledge and support the team.- Participate in Problem Solving discussions.- Assist in troubleshooting and resolving client issues in a timely manner.- Collaborate with team members to enhance service delivery and client satisfaction. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management.- Strong understanding of client relationship management.- Experience with ticketing systems and incident management.- Ability to communicate technical information clearly to non-technical users.- Familiarity with service level agreements and performance metrics. Additional Information:- The candidate should have minimum 0-2 years of experience in Service Desk Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

About The Role Project Role : Application Support Engineer Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills : Infrastructure Service Management Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Support Engineer, you will act as software detectives, providing a dynamic service that identifies and solves issues within multiple components of critical business systems. Your typical day will involve collaborating with various teams to troubleshoot and resolve technical problems, ensuring that business operations run smoothly and efficiently. You will engage in proactive monitoring of systems, analyze incidents, and implement solutions to enhance system performance and reliability, all while maintaining a focus on customer satisfaction and service excellence. Roles & Responsibilities:Scope:Escalation Intake ServicesSupport and address general escalations hitting the TechOps-domain, and which are not major incidents or system outages (for this we have major incident management team)Make sure that for any escalation addressed via any of our intake channels (SPC-escalation, email, chat, later:hotline), the correct escalation path is identified and followed, until we find a colleague who accepts responsibility for the escalation and drives it technicallyFollow-Up on running escalations to see if further support from other teams required, make sure this support is given and overall progress is madeCentrally document all escalations addressed to EIS for future analysis and to identify escalation hotspotsContinuously provide feedback to Service- and Technical Area Owners in case escalation paths are outdated or not delivering the expected resultsAs an Escalation intake service team member, you will be the primary point of contact for escalated customer issues. You will analyze Customer/Technical Service Manager/Client Delivery Manager/Private customer Team / Project Leads / Senior Management, complaints, queries or concerns and determine the best course of action to resolve them. You will collaborate with internal teams like technical support, and other techops to investigate and address the root cause of customer issues. Additionally, you will provide guidance and training and action plan to techops team on handling escalated cases.The job also includes customer call requests managementGolive supportMCC supportEOS process for handling premium customersworking on INC and SRfamiliar with ticket tools like service now, SPCto assist on complex issues by targeting required audience via a Teams bridge callneed to work in rotational shift including weekendsAct as a POC for all escalations by internal Customer Service Desk/Technical Service Manager/Client Delivery Manager/Private customer Team / Project Leads / Senior Management and customer and assist to provide support on the issueSupport MIM on all related/child ticket SR's for an INC P1/P2/P3 Professional & Technical Skills: Basic but broad knowledge about Cloud OperationsAvailability for working in shifts, since service will be 24/7Advanced knowledge about ITSM processes, preferably ITIL certifiedExperience in Service Desk function is a plusIdeally:knowledge about Enterprise Cloud Services (ECS) /HANA Enterprise Cloud (HEC), and about the overall organizational and functional structure of ECS Technical Operations Organization Must To Have Skills: Proficiency in Infrastructure Service Management.Strong understanding of incident management processes and tools.Experience with problem management and root cause analysis.Familiarity with SLAs and performance metrics.Ability to work collaboratively in a team-oriented environment. Additional Information:The candidate should have a minimum of 3 years of working experience as an Escalation Manager, Secondary Skill Incident Manager / Major Incident Manager.This position is based at our Bangalore office.A 15 years full time education is required - A bachelors degree in computer science or related field. Qualification 15 years full time education

Service Desk JD Workplace Track Engineer 1. Graduate with Minimum 3+ years of experience in service Desk 2. Excellent communication and conversation skills in English 3. Excellent in Voice call support 4. Good Knowledge of Incident, Change and Problem Management 5. Manage Service Desk activities, including Owning overall responsibility for Incident and Service Request process handling on the Service Desk 6. Liaise with the Service Manager 7. Help with the development and issuance of Service Desk Operational Reports 8. Liaise with the designated Change lead as requested. 9. Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc. 10. Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority. 11. Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism. 12. Analyze the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles. 13. Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket. 14. Use Remote Desktop to assist the end users as required. 15. Good Knowledge on O365 products. 16. Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure 17. Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team. 18. Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, Business applications, O365 and email related issues 19. Monitor the Incident and Task Management queue and update the incident and Task management system with all the relevant information relating to an incident. 20. Proactive problem management is an added advantage. 21. Good Knowledge and proven skills in Vendor Management 22. Good Knowledge on ServiceNow ITSM tool Soft Skills 1. Should possess excellent customer handling skills 2. Ability to handle unforeseen situations 3. High level of acceptance and understanding in dealing with end users and situations 4. Adapt Flexible working hours Certifications Candidate to be ITIL certificate

Service Desk Analyst L1 Primary Skills Graduate with Minimum 3+ years of experience in service Desk Excellent communication and conversation skills in English with a Versant Score of 70 Good Knowledge of Incident, Change and Problem Management Manage Service Desk activities, including: o Owning overall responsibility for Incident and Service Request process handling on the Service Desk o Liaise with the Service Manager o Help with the development and issuance of Service Desk Operational Reports o Liaise with the designated Change lead as requested Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles Attend voice calls Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket Use Remote Desktop to assist the end users as required

Demonstrates leadership in innovative problem resolution techniques. Provides support and assistance to others. Services may be directed by a service call management process or be performed as part of a team. Possesses an extensive knowledge of complex workstations, personal computers, printers, and mobile computing devices. Communicates with IBM management and/or team members on a timely basis to inform regarding status of work, of potential or existing problems, and to seek advice and assistance. Maintains business like communications, conduct and appearance, and otherwise demonstrates a courteous, positive and professional attitude at all times. Performs a full workload of technical services to IBM employees. Makes appropriate use of reference materials, support centers and diagnostic aids. Performs problem determination utilizing the diagnostics, reference documentation, service aids, tools and test equipment. Diagnoses equipment malfunctionsaccurately & promptly. Fully document all issues in an accurate and timely manner With assistance as necessary, analyzes problems in the areas of hardware/software installation, migration and operational services using existing techniques and tools. May challenge the validity of and make recommendations for improving the processes and procedures used for services delivery. Required education Bachelor's Degree Preferred education Bachelor's Degree Required technical and professional expertise Excellent Communication as well as Customer service skills and problem-solving ability. Mobile Device Skills. Strong operational knowledge and experience of Windows, Red Hat Linux, Mac OS, and iOS operating systems, common application programs, system diagnostics and local/remote support structure. Experience supporting Outlook, MS Office, MS Teams, OneDrive, Box, and Windows. Knowledge of system configuration, physical and network connectivity. Ability to provide information and direction to others in a clear and concise manner. At least 2 years Windows support experience professionally and/or personally At least 2 years professional troubleshooting expertise Customer support experience and service focus Active listener with flexibility to modify approach and adapt to customer needs Ability to multi-task Proven problem solving skills Knowledge sharing Ability to handle pressure of high volume & to be a exceptional performer on a daily basis Preferred technical and professional experience Hiring manager and Recruiter should collaborate to create the relevant verbiage.

We are Hiring .! Role: Technical Support Skills: Experience on Service Desk, 0365, Microsoft Application, Outlook Configuration, Active Directory, International Voice / Chat Experience Mandatory Experience: 1+ 2yr Of Experience Mandatory Education: Any Graduate Salary: 4 to 5LPA Immediate joiners Only " Excellent Communication skills " 5 days working work from office For More queries Contact - HR Ayesha 7676529751

Job Description Service Desk JD Workplace Track Engineer 1. Graduate with Minimum 3+ years of experience in service Desk 2. Excellent communication and conversation skills in English 3. Excellent in Voice call support 4. Good Knowledge of Incident, Change and Problem Management 5. Manage Service Desk activities, including Owning overall responsibility for Incident and Service Request process handling on the Service Desk 6. Liaise with the Service Manager 7. Help with the development and issuance of Service Desk Operational Reports 8. Liaise with the designated Change lead as requested. 9. Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc. 10. Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority. 11. Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism. 12. Analyze the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles. 13. Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket. 14. Use Remote Desktop to assist the end users as required. 15. Good Knowledge on O365 products. 16. Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure 17. Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team. 18. Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, Business applications, O365 and email related issues 19. Monitor the Incident and Task Management queue and update the incident and Task management system with all the relevant information relating to an incident. 20. Proactive problem management is an added advantage. 21. Good Knowledge and proven skills in Vendor Management 22. Good Knowledge on ServiceNow ITSM tool Soft Skills 1. Should possess excellent customer handling skills 2. Ability to handle unforeseen situations 3. High level of acceptance and understanding in dealing with end users and situations 4. Adapt Flexible working hours Certifications Candidate to be ITIL certificate

Responsibilities Handle incoming calls, tickets, and chat messages from users. Ensure user queries or issues are captured, validated, and triaged for further processing. Provide support with technical queries via phone/remote. Identify, investigate, and diagnose issues. Follow the Incident Lifecycle as defined by our processes. Create and maintain KB articles for issues. Timely ticket logging, prioritizing, escalation to resolver groups, progress updates till resolution. Resolution of tickets within provided and agreed SLA. Escalate the incident to the next line of support based on agreed process. Flexible 24/7 support and rotational shifts. Adherence to Service Desk policies and procedures. What We Offer Hands-on experience in IT support and customer service. Opportunity to learn about different technologies, troubleshooting techniques, and customer interaction skills. Exposure to real-world IT environments and challenges. High visibility, opportunity to interact with multiple groups within the organization, technology. Ability to work in different IT domain technologies. Essential Skills Bachelor's degree in IT or related field. Minimum of 2 years experience handling technical service desk. IT systems knowledge (Teams, Outlook, Wi-Fi, O365, Active Directory, Hardware, and software related troubleshooting). Experience troubleshooting desktops/laptops. Ability to comprehend end user queries from all geo locations. Good interpersonal, communication and listening skills. Strong customer service orientation required. Outstanding analytical and problem-solving abilities. Excellent time management and organizational skills. Ability to remain calm and courteous while interacting with users.

Service Desk Agent Responsibilities Provide a consolidated point of contact for Tier 1 technical support to end users. Provide 1st level technical support for all IT-related issues, including MAC systems and devices. Respond to trouble tickets via phone and email in a timely manner. Determine the scope of the trouble ticket and the responsible department. Research and resolve technical trouble tickets. Immediately notify appropriate individuals of any issues that could potentially impact production activities and follow escalation procedures to minimize impact. Document all trouble tickets with clear, concise explanations in a timely and accurate manner, ensuring adherence to department policies and procedures. Establish and maintain professional relationships with customers, team members, and department contacts. Cooperate with team members to provide the best customer experience possible. Provide quality customer service that exceeds customer expectations. Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided. Proficiency in MS FIM will be an added advantage. Proficiency in Jira/ Service Now will be an added advantage. Requirements: Associate degree in Information Technology or equivalent related work experience. MAC experience is a must (configuration, troubleshooting, and user support). U.S. Citizen only. Minimum 2+ years experience in a technical support role. Ability to troubleshoot Laptops, Desktops, Peripherals, etc. Ability to troubleshoot using Remote Desktop tools. Excellent customer service and communication skills. Ability to work under pressure and at a fast pace. Flexible to support voice, email, and chat support. Willingness to work in a rotational shift 247365. MCP (Preferred). HDI Certified (Preferred). A+ (Preferred)