1. Proficient knowledge in ITIL Process.
2. Should be responsible for handling all L1 & L2 desktop support calls & closed as per SOP, as to achieve maximum SLA and avoid penalty
3. Call assigned should be diagnosed thoroughly & resolved in first attempt as under FCR.
4. Should be responsible for managing team of L1 Desktop Engineer & ensure that the task assigned to respective engineeer should be handled smoothly. Provide training & direction to resources as an when required
4. Should be responsible for tracking & monitoring of all calls & follow-up with respective engineer till closure. All daily & monthly call reports should be available on demand
6. Troubleshooting and handling every technical challenge skillfully, thoroughly and effectively by using your expertise knowledge
7. Calls should be handled as per guidelines and SOP at site. Ensure all SOP`s have been read and understood.
8. Should be responsible for BAU Operations for EUS support, Daily Activities, report creation and submission.
9. Employee should be soft spoken, best listener & interacts positively with various people in different situations. Works cooperatively and effectively with others to achieve desired goals
10. In case of urgency or any critical task, your support is expected beyond the timeline
11. Reporting onsite prior 10 - 15 minutes of your shift timings, as to refresh yourself & avoid any delay in call handling
12. Any planned leaves must be applied as per process prior 3 weeks in advance & all concern personnel should be informed immediately through proper channel
13. Resource should develop the knowledge and skills necessary for career development on upcoming Technology and Support. (Effectively learn new skills)
14. Resource should be ready to attend any seminar or workshop during weekly off. Resource should complete at-least one global certification in their respective profile
15. Employee should works cooperatively with customers & co-workers as a team. Should gain confidence and trust of others in order to achieve specific goals and objectives. Employee should contribute their individual thoughts and expertise to the team and accept different responsibilities in the fulfilment of the team’s objectives.
Job Types: Full-time, Permanent
Pay: ₹500,000.00 - ₹550,000.00 per year
Benefits:
- Commuter assistance
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Provident Fund
Education:
Experience:
- total work: 5 years (Preferred)
Language:
- English, Hindi (Preferred)
Willingness to travel:
Work Location: In person
