Description:
Ibex. Is looking for a ServiceDesk Executive who will be considered as the front liner and will be required to solve basic technical problems and provide support to resolve network, systems and software relating issues/requests. The goal is to make sure that customer experience value is maintained to meet the organizational goals.
Job Responsibilities:
Calls Handling:
- Tackle issues and service requests reported via calls
- Transfer and Patch calls
Emails Handling:
- Diagnose and resolve issues and requests, reported through emails
- Carefully follow through the email threads and manage them in outlook shared mailbox
- Respond with proficient technical writing skills
Tickets Management:
- Accurately maintaining the log and track of reported issues and requests via unique tickets
- Assignment of tickets to correct teams
- Ensure completing the cycle of tickets (open to end)
Access and Network ID Management:
- Managing/troubleshooting user accounts, user-permissions, ceasing user accounts and rights on corporate resources by applying group policies.
- Troubleshooting Level-1 (preliminary diagnosis) of issues on Windows and Mac OS.
- Dealing with minor Microsoft Outlook issues and providing support to users with email configuration settings on the exchange.
- Providing/troubleshooting VPN services for remote users.
- Providing onsite and remote help using VNC/Team Viewer utility.
Incident Management
- Acting as front line support for the users, carefully assessing the severity of the issues triaging and/or escalating them to relative support departments according to set policies and procedures.
- Manage enterprise wide outages, working efficiently and driving the teams towards root cause analysis, management.
- Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates & fixes.
- Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols). Server and System issues.
Reports
- Hourly Performance Logs, Task Logs and Checklists (Smart sheet), Prelim Incident reports and Avaya PBX IDs database
Key Performance Indicators
- AHT (Average Handling Time), FCR (First Call Resolution), SLA (Service Level Agreement) Quality, Staff time, Attendance Performance Targets
Job Specifications (Skill Set & Qualification):
- Bachelor’s Degree in Computer Science, Information Technology or related field
- Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred
- Excellent verbal and written communication skills
- Technical writing skills
- Problem-solving maven adept at quickly dissecting an issue into its component parts and Identifying the root cause or opportunity
- Excellent prioritization skills - ability to multi-task and work well under pressure and adjust work accordingly, often against tight deadlines and without continued direct supervision
- ServiceDesk/CRM/ITSM tools experience preferred
- Ability to interact with senior management, external client organizations and vendors
- Strong organizational skills, attention to detail and flexibility to multi-task across tasks with varying deadlines
- Ability to comprehend Native North American, British or Neutral Language Accents
- High energy, self-starter with bias for action and sense of urgency to deliver results
- Basic knowledge of ITIL Framework
- Knowledge of fundamental operations of relevant software, hardware and other equipment
- Attentive to customer concerns and render services with positive attitude
- Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data
- Available to work in Flexible shift timings and cater to the needs of 24/7/365 support
Perks & Benefits:
- Bi-Annual Bonus
- Internet Device
- Medical Insurance
- OPD (for complete family)
- Provident Fund
- Group Life Insurance
- Annual Leaves/ Casual Leaves
- EOBI