Workplace Engineering Track Associate @ Hexaware

Job Description

Job Description
Requestor name : Chitra Rajesh
JD :-
. Minimum 2 to 3 years of experience in handling calls / emails in in a international help desk is must
. Good understanding and hands-on experience of Incident Management process / prioritization and categorization of incidents is important
. Knowledge on Symphony Summit is must.
. Excellent Communication skills (spoken and written)
. Handling the voice calls
. ITIL process on Incident Management and Service Request fulfilment
. Documenting the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket
. Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure
. Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
. Basic L1 level troubleshooting of the issues like desktop, network, printer, Active Directory, O365, Lotus Notes and email related issues
. Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
. Proactive problem management is an added advantage.
. Track the incidents/service requests/ problem tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems as per the escalation mechanism, analyze the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
. Willingness to work in a rotational shift 24*7*365
. Use Remote Desktop to assist the end users as required.
. Ability to efficiently and effectively understand the end users technical requirements, solid trouble shooting, problem solving and analytical skills, excellent pro-active verbal skills and communication skills.
Willingness to work in a rotational shift 24*7*365

Employement Category:

Employement Type: Full time
Industry: IT
Functional Area: Guards
Role Category: Software Engineer
Role/Responsibilies: Workplace Engineering Track Associate

Contact Details:

Company: Hexaware
Location(s): Mumbai

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