1592 Service Desk Jobs - Page 47

Chat & Call Support Global Support Mac & Windows IT Support Troubleshooting, Night Shifts (24/7) Knowledge on ITIL basics.

Dear Professional, Greetings!! We are excited to present a unique opportunity at Cognizant, a leading IT firm renowned for fostering growth and innovation. We are seeking talented professionals with (1-4 years) years of experience in IT ServiceDesk to join our dynamic team. Your expertise in these areas is highly sought after, and we believe your contributions will be instrumental in driving our projects to new heights. We offer a collaborative environment where your skills will be valued and nurtured. We have planned for Face to Face drive on 7 Jun 25. To proceed to the next step of the recruitment process, please provide us with the following details with Updated resume to Vigneshwaran.Suresh@cognizant.com. We will share venue details shortly over the email Please share below details (Mandatory) : Full Name(As per Pan card): Contact number: Email: Current Location: Interested Locations: Total Years of experience: Relevant years of experience: Current company: Notice period: NP negotiable: if yes how many days they can negotiate? : If you are Serving any Notice period Means please mention Last date of Working: Current CTC- Expected CTC- Availability for interview on Weekdays ? Highest Qualification? Additionally, we would like to schedule a virtual interview with you on 6th Jun 2025(10 am - 4 pm) Kindly confirm your availability for the same. We look forward to the possibility of you bringing your valuable experience to Cognizant. Please respond at your earliest convenience. Thanks & Regards, Vigneshwaran S HR-Cognizant

Role Summary: We are seeking an experienced and results-driven Level 1/Level 2 IT Service Desk Team Leader. Working with your three peers to the Service Desk Manager, to oversee our IT service desk operations 24/7 at the Global Service Centre. The ideal candidate will be a hands-on leader and will manage a team of service desk analysts globally at both Level 1 and Level 2 skills, ensuring the delivery of high-quality IT support and excellent customer service to our organizations Customers. This role requires a strategic thinker with strong leadership, technical expertise, staff management and a customer-centric approach to managing IT support services. This role is highly suited to a person who has started from the ground up in a Service Desk environment. Key Responsibilities: Supervise, mentor, and develop a team of service desk analysts. Establish performance objectives and provide regular feedback through performance evaluations. Foster a positive and collaborative team environment. Oversee daily service desk activities, ensuring prompt resolution of incidents and service requests. Responsible for all major incidents, utilising your teams engagement. Monitor service desk performance metrics, such as first-call resolution rate, response time, and ticket backlog. Manage the digital handover to the next shift team leader for seamless service. Manage and prioritize workload, including escalations and major incident handling. Ability and willingness to be active in ticket handling and resolutions. Identifying continuous improvements, including for shift-left and automation. Ensure a high standard of customer service by monitoring end-user feedback and addressing any concerns. Support the development and implementation of strategies to enhance the end-user experience, including the use of digital contact channels and automated workflows. Act as a point of contact for key stakeholders regarding service desk performance, including complaints and plaudits. Support the development, documenting, and maintaining of service desk processes, procedures, and best practices. Ensure compliance with company policies and industry standards, including ITIL practices. Identify and implement improvements to service desk tools and workflows. Collaborate with other IT teams to ensure alignment and efficiency across all IT operations. The creation and maintenance of knowledge base articles and guides to aid in L1/L2 technical resolutions. Provide technical guidance to the service desk team, assisting with complex issues as needed. Stay updated on emerging technologies and recommend tools to improve service desk functionality. Support the generation of regular reports on service desk performance and trends. Analyse data to identify areas for improvement and develop action plans accordingly. Flexibility to work in a rotating shift pattern, including nights, weekends, and holidays. Qualifications Skills, Education & Qualifications: Minimum of 5 years of experience in IT support, with at least 3 years in a managerial or supervisory role. Proven track record of managing a service desk team in a fast-paced environment. Strong understanding of IT infrastructure, systems, and troubleshooting methodologies. Experience with service desk management tools (e.g., ServiceNow, Jira, Zendesk). Knowledge of ITIL frameworks and best practices; ITIL certification preferred. Excellent leadership and team management skills. Strong communication, interpersonal, and problem-solving abilities. Customer-focused mindset with a commitment to delivering high-quality support. Strategic thinking and decision-making. Ability to manage multiple priorities and meet deadlines. Adaptability to evolving technologies and processes. Strong analytical and reporting skills. Proficiency in Microsoft Office 365 Support. Knowledge of AWS and Azure fundamentals. Proficiency in Active Directory and Group Policy Support. Strong technical proficiency in Windows Server and Linux (preferable) operating systems. Bachelor's degree in computer science, Information Technology, or a related field, or equivalent experience. ITIL Version 4 Foundation Level certification. Relevant Technical Certifications.

Role & responsibilities Trained candidates should have Service Desk skills will be responsible for providing technical support, troubleshooting, and help desk support. The role will also involve working with information technology and resolving customer issues in a timely and efficient manner. Preferred candidate profile Skills Required Technical Support, Troubleshooting, and Service Desk skills Help Desk Support and Information Technology knowledge Excellent problem-solving and communication skills Ability to work effectively in a team environment Strong customer service orientation Bachelor's degree Please call 9500003964 / 7418628018

Service Desk Analyst Roles Description Act as SPOC for all IT related issues, liaising with all resolver groups to ensure seamless operations & maintaining customer satisfaction. Responsibilities 1. Monitoring the Service Desk mailbox and accordingly working on tickets viz Acknowledgment/Prioritization/Categorization/Assignment/Closure. 2. Issue escalation to local & onshore team via e-mail/telephone. 3. Reports Generation for Daily/Weekly/Monthly reports. 4. Maintaining stock availability on respective floors. 5. ID management (Aus Operations) ID request acknowledgment / ID template submission /Follow-up with respective onshore team for closure.Role & responsibilities The IT Incident Analyst is responsible for managing and resolving IT incidents promptly to minimize the impact on business operations. This role involves monitoring, analyzing, and coordinating incident resolution activities, ensuring adherence to Service Level Agreements (SLAs) and best practices. The ideal candidate will have strong technical knowledge, excellent problem-solving skills, and effective communication abilities to collaborate with technical teams, vendors, and stakeholders. Roles and Responsibilities Incident Management Monitor and triage incoming incidents through ITSM tools (e.g., ServiceNow, BMC). Categorize, prioritize, and assign incidents to appropriate resolution teams. Ensure incidents are resolved within defined SLAs. Coordinate with multiple teams to resolve high-priority incidents (P1/P2/P3 & P4). Document incident details, root cause analysis, and resolution in the knowledge base. Rotational shift If Interested then share your resume to somiya.j@finalsearch.io along with the below details. Total Exp: Rel Exp: Current CTC: Exp CTC: Notice period: Current Company:

The Service Desk Supervisor oversees daily IT operations, manages a team of IT professionals, and ensures the delivery of high-quality technical support and services. This role requires strong leadership, technical expertise, and effective communication skills to drive team performance and align IT services with organizational objectives. Experience: 3+ years in IT roles, with at least 1 years in a leadership or supervisory position. Key Attributes: Strong organizational skills and attention to detail. Ability to work under pressure and manage multiple priorities. Adaptability to evolving technologies and environments. Ready to work in Rotational shifts. If Interested then share your resume to somiya.j@finalsearch.io along with the below details. Total Exp: Rel Exp: Current CTC: Exp CTC: Notice period: Current Company:

International Technical Voice Support Any graduate with min 1 yr exp in Technical Support/Service Desk Skills Required-MS Exchange/Windows Troubleshooting/O365 CTC- Upto 4 LPA WFO-5 days working Night shifts Immediate Joiner Location -Hyderabad

Dear Candidates, We are hiring for Fresher Graduates with BCA, BSC IT, BCOM and BBA 2024 & 2025 Batch. Location: Candidates must be from Bangalore. Education: BCA, BSC, 2024 & 2025 Batch Academic Performance: 60% or more in their highest degree with no backlogs. Availability: Immediate. Skills: Knowledge in computer fundamentals with excellent communication skills. Shift: Willing to work in shifts (24X7). Interview Process: Shortlisted candidates will be invited for a face-to-face interview at the Computacenter branch office on a date to be communicated by the Talent Acquisition team. Roles and Responsibilities: Life on the team Are you passionate about Service desk Opportunities and ready to explore your capabilities? Service desk professionals are problem solvers, as a growing organization in India, there are more opportunities for career advancement and professional development. As the company expands, new roles and responsibilities will emerge with the chance to take on more challenging and diverse tasks. We are more open to innovation and creativity. There will be a greater emphasis on trying new ideas, implementing cutting-edge technologies, and exploring innovative solutions to challenges. We in Computacenter foster a culture of continuous improvement and forward-thinking. What youll do Responsible for overseeing and coordinating the entire incident management process within the organization. This role involves identifying, assessing, prioritizing, and resolving incidents to minimize their impact on operations. The Incident Manager will work closely with various teams to ensure that incidents are effectively managed and that lessons learned are applied to prevent future occurrences. Skills: Strong organizational and multitasking skills. Excellent communication and interpersonal skills. Problem-solving and critical thinking abilities. Excellent problem-solving and analytical skills, Strong communication and interpersonal skills. Ability to work collaboratively in a team with 24/7 work environment.

Dear Professional, We are excited to present a unique opportunity at Cognizant, a leading IT firm renowned for fostering growth and innovation. We are seeking talented professionals with 6+ years of experience in ServiceDesk Lead to join our dynamic team. Your expertise in these areas is highly sought after, and we believe your contributions will be instrumental in driving our projects to new heights. We offer a collaborative environment where your skills will be valued and nurtured. To proceed to the next step of the recruitment process, please provide us with the following details with Updated resume to Vigneshwaran.suresh@cognizant.com. We will review and share updates once profile is shortlisted. Service Desk L3 role. Shift 24/7, WFH option is not available & Location is Bangalore. First point of escalation for technical issues Ability to respond end user phone ,email or chat request for support to resolve issues related to Laptop, application, system, device, access or performance issue Provide appropriate systems support, including training and pre-emptive identification and resolution of user issues Provide and co-ordinate Team, including ticket recording, hardware and software installations, user administration, network (LAN), Server, and PC requests and issue resolution Escalating incidents and service requests to the next level of support if necessary Should have knowledge on working with Infrastructure team (P&H, Collab, Security, Network) Should be quick enough to Utilize information or solution database to research, troubleshoot and deliver solution Provide advises users on the methods, Steps, and actions to resolve and avoid future issues and provides documentation as needed Should be capable to work independently within establish procedures associated with the job function and should be ready for multi-tasking Ability to provide leadership and functional direction to other technical support Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community Facilitate Technical Refresher Training to team Ad-hoc report - Sharing reports to analyst based on request from the users SME Invocation is involved to Handle Calls during unexpected spike in Volume To do D-SAT analysis, communicate with users and identify the reason for DSAT Update the analysis in DSAT analysis tracker & send an acknowledgement mailer to user Providing Feedback to tech team /support analyst Perform Technical & Ticket quality audit on a weekly basis and provide feedback on a regular basis Keep track on customer adoption status frequently Identify the Value added suggestions received from users through DSAT analysis and share it with the concerned team for further analysis Self-motivated and with a strong sense of accountability Should be familiar with Remote Support and Remote Tools. Should be capable to work with VIP clients and Priority Issues with high urgency. Should be familiar with UAM/IAM skills. Must have ITIL V4 certification completed and good to have MCSE, CCNA, Microsoft 365 certification

HIRING FOR TECHNICAL SUPPORT Min 1yrs exp Loc: - Gurgram CTC UPTO:-7-8LPA SKILLS:- DNS, DHCP, Troubleshooting, ticketing-tools 5 days working Rotational shift **immediate joiners** For more details sakshitiwari.img@gmail.com 8448387768(SAKSHI)

Role- Tech Support Executive Min 1 Yr Exp Into Technical Support International Voice Any Graduate CTC- Up to 4 LPA Work From Office 5 Days working 2 days off both side Cab Shift- US For more info contact HR Haider - 9256424833

Exp - Min 1 yr in Technical support(International voice) Should have hands on Exp. on Microsoft tools Location: Hyderabad CTC: Up to 6LPA Notice - Immediate Joiners (WFO) Shift: US Rotational 5 Days Working Contact - 8905115503 (Divyanshi) Perks and benefits 2 Ways CAB Night Allownces Incentives

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

Tech Mahindra Ltd. is looking for GSD - 002-Service Desk Analyst to join our dynamic team and embark on a rewarding career journey. A Service Desk Analyst is a customer service professional responsible for providing technical support and assistance to end-users. The job responsibilities of a Service Desk Analyst may include : 1. Answering phone calls, emails, and chats from end-users, and logging technical issues and service requests in a helpdesk system. 2. Providing technical support and troubleshooting assistance to end-users, resolving issues or escalating to higher-level support personnel as needed. 3. Performing remote diagnostic tests and providing guidance on how to fix common technical problems. 4. Documenting troubleshooting steps, incident details, and resolutions in a helpdesk ticketing system. 5. Installing, configuring, and maintaining hardware and software applications for end-users. 6. Identifying and communicating trends in support requests to help improve the efficiency and effectiveness of the helpdesk function.

Min 1 yrs exp BPO Voice Quality Analyst on paper International Technical Support Voice Process Audits calls ,audit reports, Call Calibration IMMEDIATE JOINER Call/Whtsapp cv AMIT 8851792136, Neha 8287267407 if you have Tech Support EXP Perks and benefits PF & ESIC plus Good Leave policy

> Role: The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives Do: Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar with each client and their respective applications/ processes Learn fundamental operations of commonly-used software, hardware and other equipment Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA hits Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework Regular MIS resolution log management on queries raised Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback, suggestions, escalations by customers to the appropriate internal team Identify and suggest improvements on processes, procedures etc. Deliver: No. Performance Parameter Measure 1. Service Desk Delivery Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience 2. Personal Attendance Documentation etc. Mandatory Skills: Service Desk Management.

Walking Drive on 7-May-25 (Face to Face). Kindly share your confirmation email for the face to face drive on below JD. Vigneshwaran.b4@Cognizant.com Job Summary As a Systems Engineer you will be responsible for managing and resolving incidents within a hybrid work model. You will work closely with the service desk team to ensure seamless operations and provide technical support using Service Now and Windows platforms. This role requires rotational shifts to maintain 24/7 support and ensure high availability of services. Responsibilities Manage and resolve incidents efficiently to minimize downtime and ensure service continuity. Collaborate with the service desk team to provide timely and effective technical support. Utilize Service Now for incident tracking and resolution to maintain accurate records. Monitor system performance and troubleshoot issues to ensure optimal functionality. Provide support for Windows-based systems ensuring they are up-to-date and secure. Implement best practices for incident management to enhance service delivery. Communicate effectively with stakeholders to provide updates on incident status and resolution. Participate in rotational shifts to provide 24/7 support and maintain high service availability. Contribute to the development of incident management processes and procedures. Analyze incident trends to identify areas for improvement and implement solutions. Ensure compliance with company policies and industry standards in all support activities. Support the integration of new technologies and systems to enhance service capabilities. Maintain a high level of customer satisfaction by delivering prompt and efficient support. Qualifications Demonstrate proficiency in incident management and service desk operations. Exhibit strong knowledge of Service Now for effective incident tracking and resolution. Possess expertise in Windows systems administration and troubleshooting. Show ability to work effectively in a hybrid work model with rotational shifts. Display excellent communication skills for stakeholder interaction. Have a proactive approach to identifying and resolving technical issues. Demonstrate commitment to continuous learning and improvement in technical skills. Certifications Required ITIL Foundation Certification Microsoft Certified: Windows Server Fundamentals

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it , our most valuable asset is our people. Here you’ll work side-by-side with a powerful collective of thinkers and experts shaping life-changing solutions for patients, caregivers and consumers, worldwide. ZSers drive impact by bringing a client first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning; bold ideas; courage an d passion to drive life-changing impact to ZS. Our most valuable asset is our people . At ZS we honor the visible and invisible elements of our identities, personal experiences and belief systems—the ones that comprise us as individuals, shape who we are and make us unique. We believe your personal interests, identities, and desire to learn are part of your success here. Learn more about our diversity, equity, and inclusion efforts and the networks ZS supports to assist our ZSers in cultivating community spaces, obtaining the resources they need to thrive, and sharing the messages they are passionate about. Associate - TAC (Technical Assistance Centre) We seek TAC Associates to join our WTC office in Pune, India. TAC Associates handle 1st level support on calls/emails/chats from ZS offices worldwide in a user environment consisting of PC/MAC running the standard suite of business applications. What you'll do Troubleshooting IT-related issues for a user population of ZS employees and clients using ZS proprietary software via telephone and remote access. Provide L1 Technical Support for the Windows/MAC machines, printer ZS proprietary software. Diagnose and resolve technical issues related to operating systems, applications, and hardware Familiarity with basic networking concepts and protocols. Common query topics include - VPN, Outlook (and other O365 Apps and Services), Active Directory and Exchange, Network Connectivity, Software Installation (using SCCM and Privilege Management), File Server and File Share access, FTP, Application specific issues, Intune Support & Management etc. Handling administrative tasks such as tracking TAC calls/chats, timely follow up of all assigned tickets in your bin until closure, re-assigning tickets to the relevant L2 teams and following up via emails as required, assisting with organizational efforts, maintaining chargebacks for licensed software etc Additional TAC projects/tasks as assigned based on performance. What you'll bring Strong oral and written communication skills Ability to approach problem-solving methodically and analytically Bachelor's degree required, Master's degree desirable 1-2 years of relevant experience in Customer Support, or preferably IT Helpdesk / Service Desk Strong customer service orientation Professional appearance and demeanor, with ability to exercise good judgment and discretion Ability to work varied hours, enabling support in a 24/7 environment A+ certification or Microsoft Certified Systems Administrator (desirable, not mandatory) Experience with Service Now tool (desirable, not mandatory) Certification in ITIL or similar framework. Perks & Benefits ZS offers a comprehensive total rewards package including health and well-being, financial planning, annual leave, personal growth and professional development. Our robust skills development programs, multiple career progression options and internal mobility paths and collaborative culture empowers you to thrive as an individual and global team member. We are committed to giving our employees a flexible and connected way of working. A flexible and connected ZS allows us to combine work from home and on-site presence at clients/ZS offices for the majority of our week. The magic of ZS culture and innovation thrives in both planned and spontaneous face-to-face connections. Travel Travel is a requirement at ZS for client facing ZSers; business needs of your project and client are the priority. While some projects may be local, all client-facing ZSers should be prepared to travel as needed. Travel provides opportunities to strengthen client relationships, gain diverse experiences, and enhance professional growth by working in different environments and cultures. Considering applying At ZS, we're building a diverse and inclusive company where people bring their passions to inspire life-changing impact and deliver better outcomes for all. We are most interested in finding the best candidate for the job and recognize the value that candidates with all backgrounds, including non-traditional ones, bring. If you are interested in joining us, we encourage you to apply even if you don't meet 100% of the requirements listed above. ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law. To Complete Your Application Candidates must possess or be able to obtain work authorization for their intended country of employment.An on-line application, including a full set of transcripts (official or unofficial), is required to be considered. NO AGENCY CALLS, PLEASE. Find Out More At www.zs.com

Job Title: IT Senior Support Specialist/Assistant manager Locaon: Bengaluru, KA 560043 Full-me role Job Descripon: ¢ Provide rst-level technical support to end-users, responding to inquiries and resolving hardware and so¢ware issues ¢ ¢ ¢ ¢ ¢ ¢ ¢ ¢ Install, congure, and maintain computer hardware, so¢ware, and peripherals Cloud server: Adding new accounts, removing old accounts, moving data and managing the data Troubleshoot and resolve IT-related problems, both remotely and on-site Perform system upgrades, installa¢ons, and congura¢ons Monitor and maintain the health of computer systems, networks, and servers Document and maintain accurate records of IT support ac¢vi¢es and resolu¢ons Develop innova¢ve network troubleshoo¢ng methods that reduce down¢me and lower repair costs Work closely with departmental managers to determine the maintenance and growth needs of the network ¢ ¢ Develop and execute disaster planning and maintain data backups Determine the ra¢onale and methods for upgrading company network so¢ware programs each ¢me an update is released ¢ ¢ Track and maintain hardware and so¢ware inventory/asset management (alert team before the service/warranty due to expire) Maintain essen¢al IT infrastructure, including opera¢ng systems, security tools, applica¢ons, servers, email systems, laptops, desktops, so¢ware, and other hardware ¢ ¢ ¢ ¢ ¢ Oversee Internet services management, including ILL, BB, ISP, and VOIP An¢virus and DLP Services: Manage an¢virus solu¢ons and Data Loss Preven¢on (DLP) services. Alert management and stakeholders on IT policy breach/viola¢on Make sure Ticket SLAs are met and maintained to industry standards Contribute to crea¢ng SOPs and assist in Audits Requirements: ¢ ¢ ¢ ¢ ¢ ¢ ¢ ¢ ¢ Proven experience as an IT Senior Support Specialist or similar role Minimum 5+ years of experience Strong working knowledge of computer systems, hardware, security, so¢ware, and networks Familiarity with various opera¢ng systems (Windows and macOS) Excellent troubleshoo¢ng and problem-solving skills Customer-focused with outstanding communica¢on and interpersonal abili¢es Ability to work independently and collabora¢vely in a team environment Strong knowledge of IT security principles and prac¢ces Strong analy¢cal, diagnos¢c, and problem-solving skills ¢ ¢ ¢ ¢ ¢ Good communica¢on ability, both wri¢en and verbal Strong knowledge of Microso¢ technologies, including Ac¢ve Directory, DNS, DHCP, and Windows OS Prociency in network administra¢on, including rewall management and VPN congura¢ons Familiarity with cybersecurity controls and compliance standards (SOX, ISO 27001, ISO 22301) Willing to Work onsite and to be exible in shi¢s Educa¢onal qualica¢on: ¢ ¢ High school diploma. Bachelors degree in Informa¢on Technology, Computer Science, or a related eld is preferred Preferred qualica¢on: ¢ ¢ ¢ Professional cer¢ca¢on (e.g., CCNS, CISSP, MCSE, A+) AWS cloud (VPC, Ac¢ve directory, Instance etc.) experience with cer¢ca¢on Experience working with Firewall and VPN (preferably Sophos) Interested candidates can walk-in for the interview between 10:00 -5:00 PM contact person : 8904433239

Role: The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro??s Service Desk objectives Do: Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar with each client and their respective applications/ processes Learn fundamental operations of commonly-used software, hardware and other equipment Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework Regular MIS & resolution log management on queries raised Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback, suggestions, escalations by customers to the appropriate internal team Identify and suggest improvements on processes, procedures etc. Deliver No. Performance Parameter Measure 1. Service Desk Delivery Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience 2. Personal Attendance Documentation etc.

Role: The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro??s Service Desk objectives Do: Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar with each client and their respective applications/ processes Learn fundamental operations of commonly-used software, hardware and other equipment Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework Regular MIS & resolution log management on queries raised Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback, suggestions, escalations by customers to the appropriate internal team Identify and suggest improvements on processes, procedures etc. Deliver: No. Performance Parameter Measure 1.Service Desk Delivery Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience 2.Personal Attendance Documentation etc.

The Apex Group was established in Bermuda in 2003 and is now one of the worlds largest fund administration and middle office solutions providers. Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion. Thats why, at Apex Group, we will do more than simply empower you. We will work to supercharge your unique skills and experience. Take the lead and well give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities. For our business, for clients, and for you Application Support Analyst - Lead LocationPune Experience6 - 10 years Department:IT Employment TypeFull time Role purpose The role of Application Support Analyst will be part of the group function. As an Application Support Analyst, you will be the primary contact for supporting, maintaining, and configuring core line business and supporting applications. The successful applicant will be responsible for tasks such as investigating, prioritizing, and resolving service desk tickets related to various incidents and requests for the applications in scope, as well as coordinating and deploying new releases and application upgrades. Role Responsibilities: Working as a part of a global team to provide application support across several applications in APEX Group. Prioritization and resolution of tickets related to the core line business applications including troubleshooting incidents and responding to service requests as per the service catalogue. Define new services when required and perform regular updates of the service catalogue. Liaising with business vendors and development team regarding incidents, requests, and project related tasks/items. Provide input and support to project related tasks such as new application implementations, new application upgrades and releases. Follow the IT change management process when performing any changes in both PROD and NON-PROD environments. Develop and provide effective dashboards and regular reports to support leadership and project teams. Offer new ideas and act as subject matter expert (SME) for the applications/software products in scope. Create and maintain sufficient technical documentation and knowledge base, and standard operating procedures (SOP`s). Provide response and deliverables related to audit and compliance requests. Perform analysis of the functionality of software applications and suggest significant improvements. Offer software application support under the supervision of the senior engineer Consult skillfully with the team of software development, clients, and internal users to improve application performance. Ensure very effective back-end and front-end functionality of all applications. Establishing the main causes of application errors while escalating serious concerns to the Senior engineer. Efficiently managing code migration across various environments only to ensure synchronized and continued functionality. Documenting processes proficiently and continuously monitoring the application performance metrics. Keep an updated record of configuration changes while scheduling the updates of applications. Provide extensive front-end support to all colleagues and clients of other departments. Efficiently manage coordination at both local and international levels, whenever and wherever required. Skills Required: Excellent IT skills with the ability to learn new systems and processes with ease. Experience with fund administration and finance applications. Experience in supporting core line business applications. Skill on Windows Boxes, Linux, IIS, SSIS, Ad accounts, SQL, database understanding Understanding on Azure cloud Understanding on Client Server Architecture Strong verbal and written communication skills and ability to present in a clear and concise manner. Experience with Azure desirable. Knowledge of Fund Administration, Transfer Agency, Payments and associated technologies. Educated to Batchelor Degree Level or equivalent qualifications/ work experience. Able to Manage team and guide them with the Standard process Able to provide MIS out of Tickets/work

Role Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives Do 1. Be responsible for primary user support and customer service a. Respond to queries from all calls, portal, emails, chats from the client b. Become familiar with each client and their respective applications/ processes c. Learn fundamental operations of commonly-used software, hardware and other equipment d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework 2. Regular MIS & resolution log management on queries raised a. Record events and problems and their resolution in logs b. Follow-up and update customer status and information c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team d. Identify and suggest improvements on processes, procedures etc Deliver No Performance Parameter Measure 1. Service Desk Delivery Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience 2. Personal Attendance Documentation etc Mandatory Skills: TIS Service Desk.

The Service Desk Analyst is a member of the Service Desk team. They are responsible for first level technical support of all supported applications. They will respond to user inquiries regarding incidents with applications, networks, platforms, and servers. In addition, they will answer questions via phone and electronic mail related to the use of supported software and hardware systems. They will escalate to L2 and L3 as appropriate. Additional responsibilities to include: Provide technical support by phone to customers relating to effective use of technologies including computer, mobility, voice, network connectivity, and various software applications. Thoroughly document all work completed into the appropriate call-tracking and incident management systems. Routinely utilize and contribute to the knowledgebase and actively promotes utilization to both internal and external customers. Ensure appropriate and accurate escalation of incidents that require resolution by other IT groups beyond the Service Desk. Assist in the on-boarding and training of new employees. Other duties as assigned E DUCATION Associate degree in information systems, Business, or related field, or equivalent experience. T ECHNICAL S KILLS Computer hardware components, systems, and peripherals Basic computer software applications including MS Office products, email, Internet access, and multimedia technology Knowledgeable with LAN or WAN networking Working knowledge of Windows OS S PECIAL R EQUIREMENTS S PECIFIC T O J OB Passion for and responsibility to the customer Personal and corporate integrity Friendly presence, helpful attitude, and self-motivated with demonstrated interpersonal skills Good organizational and problem-solving skills Ability to multitask Ability to work in a highly collaborative environment Ability to work a flexible schedule including overtime as required E XPERIENCE PC support background and experience working in a call center / phone support environment. empowering you to balance life's demands, while also maintaining your ability to serve clients.

Hi, Greetings! We are hiring for Technical Service Desk role. Key Responsibilities: Act as the first point of contact for all IT-related technical issues via phone, email, or ticketing systems. Provide support for Windows OS, desktop/laptop hardware, MS Office Suite, VPN, printers, and standard business applications. Troubleshoot issues related to network connectivity, DNS, DHCP, proxy, and Wi-Fi. Handle user account administration in Active Directory (password resets, account lockouts, group memberships). Install, configure, and maintain software and hardware components. Provide remote support using remote desktop tools (e.g., TeamViewer, AnyDesk, RDP). Escalate unresolved incidents to second- or third-level support teams while ensuring proper documentation. Monitor and update incident and service request tickets in the ITSM system (e.g., ServiceNow, BMC Remedy). Follow ITIL practices for incident, problem, and change management processes. Maintain technical documentation, FAQs, and knowledge base articles. Assist in deploying patches, antivirus updates, and security compliance checks. Must be ready to work on rotational shifts. Interested candidates may apply or can send in your updated Resume to careers@satmz.com