Service Desk Role || ITIL || Incident
- Tech Mahindra
- 2 - 7 years
- Noida, Gurugram
- 4 years ago
- Email to a friend
- Report this job
Job Description
Tech Mahindra - Great Opportunity for IT - Global Help Desk - PAN INDIA
We are seeking a dynamic, motivated, tech savvy individual with healthcare IT experience to join our growing team as a Service Desk Technician . In this position, the technician will be responsible for providing technical assistance and support to clients with computer systems, hardware, or software issues while providing excellent customer service. Service Desk Technicians will also respond to queries, answer functionality questions, isolate problems, and implement solutions.
Roles and Responsibilities
- Provide Application support for both vended and non-vended applications including Investigation, Diagnosis, Resolution, and Recovery.
- Manage incidents in accordance with agreed upon criteria and document end-to-end Incident Management Process to include logging, triaging, analyzing, resolving, and investigating technological functional issues.
- Troubleshoot application problems, maintains applications, and provides input on system configuration.
- Create tickets with the ITSM Tool based on the users systems issues and level of priority, then assigns ticket to the appropriate team for resolution.
- Provides customer-focused support, possesses oral and written communication, and interpersonal skills to effectively interact with customers, vendors, and other technical areas internal and external to the department.
- Communicate with users to ensure that requests or problems are resolved, satisfied with the resolution, and initiate follow up on any additional required actions.
- Escalate complex problems to higher tier teams based on established workflows.
- Provide feedback on out-of-date Knowledge based articles and missing KBs
- Actively participate with the SD Team using Teams and assist teammates as needed.
- Other duties as assigned.
Desired Candidate Profile
- High school diploma or GED equivalent required.
- Excellent oral and written communication skills.
- Excellent customer service. Minimum of two (2+) year overall experience in IT related customer service-field.
- IT support/service desk experience two (2) years
IMMEDIATE JOINERS FOR - Hyderabad || Bangalore || Noida
Please mail CV at EK*******8@Te*********a.com
Job Classification
Industry: IT Services & ConsultingFunctional Area: Customer Success, Service & Operations, Role Category: Voice / BlendedRole: Voice / BlendedEmployement Type: Full timeEducation
Under Graduation: Graduation Not RequiredPost Graduation: CA in CAContact Details:
Company: Tech Mahindra LtdAddress: SHARDA CENTRE,,SHARDA CENTRE,OFF KARVE ROAD,ERANDW, PUNE, Maharashtra, IndiaLocation(s): Noida, Gurugram
Keyskills: Incident Management Service Desk Management IT Helpdesk IT Networking Routing networking Helpdesk Management CCNA Remote Infrastructure remote access itsm application support technical assistance Technical Helpdesk Customer Handling itil
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