Service Desk Agent Jobs in Bangalore - Maintec Technologies
Service Desk Agent
0 Years 
12000 Monthly 
Certificate Course (ITI), Diploma, B.Com, M.Com, MA, BCA, BE/B.Tech, BSc, MCA, BVSc, MS, MSc, PG Diploma, Vocational Training 
Job Description
Excellent communication is a must
Skill:
- Technologist to respond to the incidents/issues reported by Customer predominantly through Voice Interaction and also through email, chat & remote support.
- Technologist to identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group.
- Technologist to capture all incidents in incident tracker tool and assign the cases to relevant assignment group as per process and ensures proper documentation.
- Provides resolution to customer based on in scope processes
- Follows the incident life cycle as defined by process viz – logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure.
- Technologist constantly upgrades his technical, process and soft skills to achieve the client and internal quality scores with CSAT scores, resolution on call and customer service scores.
- Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
- Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
- Minimum Skill Requirement
- Incident management and usage of ITSM
- Excellent communication skills, with neutral accent.
- Excellent written communication skills with email etiquettes.
- Good problem solving and analytical skills
- Excellent customer service skills
- Ability to remain calm and courteous in periods of stress, and while facing an irate customer and managing back to back calls when required.
- Predominantly Voice Interaction support and also through email, chat & remote support.
- 24x7 Support, shifts based on a roster. This means role requires working in US / Night shifts and weekends and on national holidays.
- 10 hours shift with 1-hour break split into 2 short breaks and one lunch breaks.
- 5 days working per week, with weekly offs based on roster.
Educational Requirements:
- Mandatory required:- Bachelor degree or 3 year diploma/Graduates only.
- Good to Have:- Technical certification like A+, Network +, Security +, CCNA, MCP, MCSP etc.
Job Particulars
About Company
Since 1998, Maintec Technologies has been providing mainframe outsourcing, data center management and IT staffing in the USA and overseas.
Maintec's headquarters and USA data center are located in Raleigh, North Carolina, and another data center is located in Bangalore, India's 'Silicon Valley.'
Maintec Technologies provides onshore data center outsourcing, mainframe colocation, and data center management services for enterprises that rely on IBM Mainframes (System z, Linux for z) and IBM Power Systems (IBM i, AIX, Linux).
Maintec Technologies provides a cost-effective and efficient way to develop, implement and run business-critical applications 24x7, without upfront capital investment.
Maintec Technologies offers a wide range of data center management and data center outsourcing services. Globally compliant operational principles, policies and procedures guarantee regulatory compliance and security.
Maintec Technologies' North Carolina data center has the complete IT infrastructure: hardware, software, security and storage. Maintec also provides a wide range of data center services, including z/OS, Linux and IBM i systems administration and programming. If needed, Maintec Technologies also provides IT staffing services, both at the client's site and remotely.
