Service Desk/L1 Support Analyst Jobs in Bangalore - Tech Mahindra Ltd
Job Description
Job Title: Service Desk or L1 Support Analyst
Experience:2.0 - 4.0 years
Qualification: Any Graduate/ Post Graduate / BE
Joining: Immediate / 15 Days .
Location: Bangalore
Requirements
Microsoft Outlook, AD, Win Server, Windows OS , Networking concepts , PC hardware components. Router, Switches, Servers, Circuites, Network Troubleshooting, Hardware and Software Troubleshooting.
Candidate should have experience or clear understanding in Basic Hardware Troubleshooting of PCs, MS Office/office 365 applications.
English communication skills
A clear understanding of the incident management process
It would be an advantage if a candidate possesses basic ITIL framework knowledge.
Key accountabilities
Respond to incident calls and emails from users on desktop issues, hardware, application-related issues and queries.
Ask targeted questions to quickly understand the root of the problem.
Perform IT installations, configurations and troubleshoot computer hardware and software in accordance with ITServices standards.
Provide level 1 & 2 remote troubleshooting support.
Document all reported incidents - identify trends to assist in future problem resolution
Ensure all issues are properly logged.
Escalate unresolved cases to the relevant support team.
Refer to Knowledgebase resources to provide accurate solutions
Prioritize and manage several open issues at one time
Follow up with users to ensure successful closure of reported issues
Generate, track, and close trouble tickets
Own the tickets and follow up with respective 2nd in line support, 3rd Party Support, or Business Users to the closure.
Should possess experience in Outage management and working knowledge on coordination with the relevant resolver groups.
Experience Required
At least 1-2 years in IT Service Desk/ Tech support / ITES environment desirable or similar profile from an International voice process( Min 1 Year).
Knowledge & Skills
Fluent in English verbal and Nonverbal
Excellent telephone skills
Customer-focused
Ability to multi-task and prioritize workload
Ability to adapt to continuously changing procedures and environment
Ready to work 24/7, Rotation Shifts / Weekly Off
Team player with strong interpersonal skills
Graduate Qualifications: Any Graduates
Post-Graduate Qualifications: Any Post-Graduates
Experience Needed: Candidates who are Fresher's / Recent Graduates / Experience in International BPO / Undergraduates with bpo experience / Call Center / Client Servicing / Customer Service / KPO / ITES or any other relevant domain can apply
Required Candidate profile:
*Candidates who are Freshers/Recent graduates or relevant experience can apply
*Possess good analytical skills - detail-oriented
*Possess good communication skills, both oral and written
*Be familiar with Microsoft applications and working knowledge of MS excel
*Have a good attitude - should be committed to the work
Perks and Benefits
Salary Hikes / Incentives / Night shift allowances / Over-time allowances / Medical benefits also provided.
Job Particulars
Role it software engineer
Who can apply Experienced (2 to 3+ Years)
Hiring Process Telephonic Interview
Employment TypeFull Time
Job Id908027
Job Category IT/Software
Locality Address
State Karnataka
Country India
About Company
Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise¢¢. We are a USD 4.0 billion company with 107,100+ professionals across 90 countries, helping over 800 global customers including Fortune 500 companies. Our innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to our stakeholders. Tech Mahindra is also amongst the Fab 50 companies in Asia as per the Forbes 2014 List.
We are part of the USD 16.9 billion Mahindra Group that employs more than 200,000 people in over 100 countries. The Group operates in the key industries that drive economic growth, enjoying a leadership position in tractors, utility vehicles, information technology, after-market and vacation ownership.
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