Candidate must be Graduate with 0 to 3 years of experience in Service Desk/ Technical Support and in a Call Taking Role and competent to engage in first line interactions with end users. High Level of Communication Skills and ability to comfortably handle International Customers.
Flexibility to work in a 24*7 environment is mandatory
Knowledge about Incident and Service desk management.
Understanding of ITIL concepts
Documentation Skills to contribute for Knowledge Articles and Knowledge Sharing
Ability to initiate and manage Bridge Calls and coordinate in resolving P1/P2 issues.
Immediate joiners preferred.
Job Responsibility-
First Point of Contact for users to report Technical issues
Record all interactions through call, email or chat in the Ticketing System. Resolve issues under support boundaries and route issues beyond scope to the respective Support Groups.
First Line Troubleshooting to be done completely using the available resources and documented before assigning/routing the tickets to the L2 Groups.
Ensure reported issues are responded and addressed as per the defined SLA timelines
To work towards effective and timely resolution of issues.
Document the Learnings and contribute Knowledge Articles
Timely Communication of Priority Issues to the respective stakeholders and coordinate until resolution.
Document detailed and accurate notes, record them on ITSM tool
Windows & Smartphones: Windows operating system knowledge (e.g. Windows 7, 8.1, 10), Windows smartphone and telecommunication knowledge. COTS (standard SW, standard HW)
O365: Understanding of Microsoft Office (e.g. Office 365)
Work Experience: 0 – 3 Years
Job Location: Hyderabad, India
Interested candidates can contact Sharat Gummal on-
Email ID – SG001071852@techmahindra.com/ KK00890152@techmahindra.com
About Tech Mahindra
Tech Mahindra is part of the US $15.4 billion Mahindra Group and is a leading global systems integrator and business transformation consulting organization, focused primarily on the telecommunications industry. Tech Mahindra helps companies innovate and transform by leveraging its unique insights, differentiated services and flexible partnering models. This has helped customers reduce operating costs, generate new revenue streams and gain competitive advantage. Tech Mahindra expanded its IT portfolio in 2009 by acquiring the leading global business and information technology services company, Mahindra Satyam (earlier known as Satyam Computer Services)
Tech Mahindra`s capabilities spread across a broad spectrum, including Business Support Systems (BSS), Operations Support Systems (OSS), Network Design & Engineering, Next Generation Networks, Mobility Solutions, Security consulting and Testing. Tech Mahindra`s solutions portfolio includes Consulting, Application Development & Management, Network Services, Solution Integration, Product Engineering, Infrastructure Managed Services, Remote Infrastructure Management and BSG (comprises BPO, Services and Consulting). With an array of service offerings for TSPs, TEMs and ISVs, Tech Mahindra is a chosen transformation partner for several leading wireline, wireless and broadband operators in Europe, Asia-Pacific and North America.
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