Solid technical background with an ability to give instructions to anon-technical audience
Customer-service oriented with a problem-solving attitude
Responds to tickets, telephone calls, emails, and personnel requests fortechnical support.
Documents, tracks, and monitors all technical support interactions toensure a timely resolution and maintains thorough communication with the useruntil the technical support request can be closed.
Demonstrates strong knowledge of commonly used concepts, practices, andprocedures within IT industry standards and corporate technical supportprocedures.
Uses strong analytical skills to diagnose problems (hardware, software,network, etc.) and determine appropriate solutions.
Research questions using pre-documented instructions and SOPs to performthe job's functions and quickly escalate urgent problems.
Maintains, analyses, troubleshoots, and repairs computer systems,hardware, and peripherals and stays current with system information,changes, and updates.
Maintains accurate hardware, software, and consumables inventory.
Weekly analysis of service desk tickets and report weekly metrics and KPIreporting to upper management.
Regular review of IT Service Desk policies and procedures to ensureconsistency with the current environment.
Understanding of the day-to-day operations and experience in deliveringimprovement initiatives and providing Key KPIs. Bringing and bridging teams towork as one for the overall benefit of the business.
Deep knowledge of administration and service processes. Expertknowledge in the required functional area
Organize training and/or decide for a team member to receive training onthe latest and best practices in handling technical support-related issues
To be tailor-fit for the above skillsets, you need to have:
Bachelor (4-year) degree, with a technical major, such as engineering,BSc (IT), or Computer Science.
Excellent written and verbal communication skills.
At least 3 years of proven work experience as a Technical support teamlead and should have experience in handling a minimum of 4-5 people team
Team management skills
ITIL Foundation certification is a plus.
MCP- Windows 7/10 Desktop.
Core Competencies:
Service Orientation – Should be aware of both - the internal as well as external customers and their needs; and is committed to meeting the customers’ evolving, long-term needs – the focus is on SERVICE
Result Orientation – Should be able to direct efforts towards developing and implementing realistic action plans to meet business objectives; with a sense of urgency – the focus is on achieving RESULTS
Initiative – One must not only understand and accept the responsibilities towards his/her job; but also proactively work towards identifying challenges and its resolution – the focus is on seeking SOLUTIONS
Professionalism – Should have in-depth knowledge of all functions and display not only the required skill set but also ethics and integrity while conducting the job – the focus is on PROFESSIONALISM
Cooperation – One must ensure completion of all tasks at hand and simultaneously extend support to team members and display joint ownership towards achieving business objectives – the focus is on TEAMWORK
Communication/Feedback – Should believe in providing feedback to other associates and receiving feedback to enhance performance, thereby meeting business objectives – the focus is on OPEN COMMUNICATION
Other Benefits:
Medical Insurance (self-coverage): Includes Group Mediclaim policy and Group Personal Accident Policy.
Long-Term Investment & Engagement Plan: This is an employee incentive plan introduced to encourage, reward, and incentivize eligible employees towards long-term engagement, optimize their performance, and enable them to partake in the growth of the Organization and further its best interests.
Transportation support: Bus facility (where available) is allocated to you based on your requirements and availability of seats.
Focus on individual career growth: via career aspirations discussions, rewards & and recognition, and long service awards.
Career Enhancement programs through Continuous Learning, Upskilling, and Training.
Focus on Holistic Well-being: The Wellness Corner: Access to a mobile application that provides expert guidance on physical, emotional, and mental well-being to you and your immediate family members.
Support Mechanisms: Various support mechanisms like buddy programs for new joiners, childcare facilities for new mothers, etc. are made available for our Associates.
Health Check-up Camp: Access to a mobile application that provides expert guidance on physical, emotional, and mental well-being to you and your immediate family members.
Working Model: Work-from-office
Hiring Process:
Your interaction with us will include, but not be limited to,
Technical / HR Interviews
Technical / Behavioral Assessments
Finally, our people are our most valuable asset; if you agree with us on this, we would love to meet you
