Senior Process Executive
- Cognizant
- 0 - 3 years
- Chennai
- 26 days ago
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Job Description
Technical Support Voice Hiring PE/SPE
Location : Chennai(Sholinganallur)/Hyderabad(Madhapur Raheja Mind Space)
Shifts : Rotational Australian Shifts (1:30am /2:30am Login 10 hours shift(1hour break))
Weekly off : 2 Rotational offs
Roles & Responsibilities
This role requires the associate to troubleshoot the technical issues related to network & networking devices. Hence a candidate with better understanding on networking concepts is a Must.Candidate should have excellent communication to understand Australian customers , provide instructions and express themselves clearly.
PE : Provision/Degree Certificate mandatory
SPE : 1 Year international Technical support experience is mandatory Job description
Hiring For Service Desk Role Role purpose:
Resolve End Users infra issues when they seek help from IT help desk.Roles and Responsibilities
- Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
- Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
- Troubleshooting on Password Reset tools and Remote-Control tools
- Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
- Routes the enquiries to Resolver Groups as appropriate
- Re-routes misdirected calls
- Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
- Provides status and updates on tickets to authorized users
- Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
- Makes recommendations for updates to the KB database
- Adherence to policies and procedures, closure of open calls after resolution.
- The Service Desk Analyst will be responsible for delivering advanced technical support to end users
Desired Candidate Profile
- Able to handle Calls and should be willing to work in 24*7 shift environment
- Knowledge in PC Hardware configuration
- Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies
- Understanding on Active Directory, Networking, Messaging and Hardware necessary.
- Knowledge on supporting LANs, PC operating systems and desktop software
- Knowledge on using a variety of PC software including Microsoft Office Suite,
- Knowledge and understanding of end user requirements
- Strong customer service orientation Self-Starter
- Good listening skills & Ability to analyze and solve technical problems
- Strong problem analysis, resolution, and writing skills
- Good interpersonal and communication skills Analytical skills excellent spoken and written communication skills
- Knowledge on Service Now ticketing tool.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Chennai
Keyskills: Technical Support International Technical Support Technical Voice Process
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