Service Desk / Technical Support Jobs in Bangalore - Tech Mahindra Ltd

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

NOTE: PLEASE CALL TO SCHEDULE TELEPHONIC INTERVIEWS

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 incident management process

It would be advantage if candidate possess 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 relevant support team.

Refer to Knowledge base 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