Job Title: Technical Support
Exp: 1 to 2 Yrs
Location: Mumbai
Job Description
Anaylst will provide analytics and data pro cessing support expertise responsible for the processing of issuance of computer hardware and peripherals Onsite Support Provisionng is the FIRST point resolution for service requests for End user Onbaording Off Boarding request for new hires and break fix events Essential Responsibilities and Duties Handling ITSM tickets incidents and requests by properly analyzing the details and taking appropriate ac tion Ensuring that incidents and requests are resolved above SLA with a min of 96 Extracting data from the asset database and ITSM tool and preparing timely accurate reports Lending support for various ad hoc initiatives projects undertaken by the leadership from time to time Preparing and maintaining detailed process documentations as and when required and updating the same on a regular basis Assisting depot tech in getting in touch with other resolving teams as part of provisioning Highlighting outages to incident management which hampers teams productivity and daily business Attend weekly conference calls meetings with various teams to provide provisioning reclaim status Reaching out and setting up calls by involving different onshore and offshore teams whenever required for re solving any issues confusions hampering smooth operations Key Competencies Experience of handling tickets on a Ticket Management tool BMC Remedy HP IT
Service Manager Service Now or any of the recognized ticketing systems Knowledge of asset management is an added advantage Understanding of the IT Service Management concepts such as SLA OLA etc Excellent knowledge experience on MS Excel analysis and reporting with the use of formulas functions etc Excellent spoken and written communication skills as the job role involves closely coordinating with the onshore team's clients and users based in the UK and North America on a daily basis Should be able to prioritize tasks based on the impact and urgency Mandatory requirement to work rotational shifts North-South America time zones Must work IST night shifts Take complete ownership of the task at hand and adhere to agreed timelines Willingness to learn and innovate to improve process efficiency Qualifications Minimum Education Bachelor s Degree in Computer Information Systems