KCS Group

Technical Support Associate   




  Tech Mahindra Limited is looking for Technical Support Associate



Job Description

Educational Qualifications-
Graduate (Computer Science Stream)/ Bachelors in Engineering/ Bachelors in Technology.

Work Experience Essential

6 months - 1 year or more experience in similar role.
Experience on Desktop support, application support
Exposure on ITSM ticketing tools
Working knowledge of ITIL framework.

Basic Requirements-

Good knowledge on Service Desk with written and oral communication skills. No certifications or in-depth Technical requirements are needed.
Candidates to be having experience of International Voice Process background.

Key Responsibilities

Respond quickly to all queries and incidents.
Manage incidents, including via telephone, Chat & email.
Documentation, recording & updating incident details in CRM tool.
Communication, alerting technical staff via assignments and escalating to Resolver group
Support & Classification, making an initial assessment into the nature of the incident, assessing the severity, impact and risk.
Answering queries and resolution of straight forward incidents
Escalation of unresolved cases to next level application specialist teams.
Monitoring & Tracking, reviewing the progress of an incident and keeping the customer informed.

Closure, formally closing incidents.
Initial review and evaluation of the case.
Communicating major IT incidents to affected customers.
1st line application support and diagnosis
Assisting the client with L1/ L1.5 Support activities
Should have knowledge/ Experience on Printer issues, VPN, Citrix, VMware and LAN/WAN connectivity.

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
Team player with strong interpersonal skills
 

Work Experience

0 to 4 Years

Level

 Junior - Executive, Assistant 


Job Function
Operations/Customer Service, Technical Support, Customer Service (Voice)


Vacancies
Not Specified 


Industry
IT-Software 


Job Location
Pune 


Educational Qualification
B.Sc, BCA/BCS, B.E./B.Tech


Salary
Not Specified


Key Skills
Technical Support, Itsm Ticketing IT Helpdesk, Active Directory, Desktop Troubleshooting, Technical Voice Process


Company Info
Tech Mahindra is part of the US $15.4 billion Mahindra Group and is a leading global systems integrator and business transformation consulting organization, focused primarily on the telecommunications industry. Tech Mahindra helps companies innovate and transform by leveraging its unique insights, differentiated services and flexible partnering models. This has helped customers reduce operating costs, generate new revenue streams and gain competitive advantage. Tech Mahindra expanded its IT portfolio in 2009 by acquiring the leading global business and information technology services company, Mahindra Satyam (earlier known as Satyam Computer Services).

Tech Mahindra s capabilities spread across a broad spectrum, including Business Support Systems (BSS), Operations Support Systems (OSS), Network Design & Engineering, Next Generation Networks, Mobility Solutions, Security consulting and Testing. Tech Mahindra s solutions portfolio includes Consulting, Application Development & Management, Network Services, Solution Integration, Product Engineering, Infrastructure Managed Services, Remote Infrastructure Management and BSG (comprises BPO, Services and Consulting). With an array of service offerings for TSPs, TEMs and ISVs, Tech Mahindra is a chosen transformation partner for several leading wireline, wireless and broadband operators in Europe, Asia-Pacific and North America.
 


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Referral Information


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