Job Title : Service Desk
Location : Currently Work From Home
Experience : 3-4 years
Skills : Major Incident management & Service desk. Nice to have - ITIL Framework
Job Description for Service Desk and MIM :
As IT SD Analyst, you will be responsible to solve client issues in an effective and timely manner as prescribed Service Level Agreement (SLA). If you thrive in a dynamic, collaborative workplace, Zensar provides an environment where challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here.
Responsibilities : - Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing voice/non-voice support
- Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
- Provide remote infrastructure support delivery and performing problem cause analysis
- Collaborate with fellow support colleagues and other internal organizations to provide superior customer service
- Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
- Anticipate customer needs and effectively addressing concerns related to their issue or resolution
- Provide direct technical assistance to customers via phone, email, and chat.
Required Technical and Professional Expertise : - Preferred min. 1 years of experience in Service Industry
- ITIL v3/v4 Foundation certified
- General awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), O365 and Active Directory
- Proficient in handling customer queries across the globe (primarily United States)
- Preferred Technical and Professional Expertise
- Exceptional verbal and communication skills
- Unparalleled Listening and Comprehension capabilities
- Proven service industry front line experience with handling high value/critical customers
- Ability to keyboard to capture important details on a call for documentation
- Running Incident forums for incidents breaching SLA and complex low priority incidents where restoration is difficult.
- Operational Management.
Other operational responsibilities : - Reviewing operational artefact, incident ticket quality assurance.
- Continual Incident Management related education for Process Practitioners and the Business (both formal and informal).
- Developing, analyzing and the timely delivery of insightful Incident Management related reports.
- Conduct post Incident Reviews between IT and the Business.
- Management and continual improvement of the Major Incident Management process (shared responsibility)
- Managing the recovery activities and communication of all Major IT incidents within customer centric SLA's. Includes all stakeholder communications across various Senior and Executive sponsors throughout the organization, driving IT (including Vendors / Partners) and Business teams to restore services (both internal and external providers) on a 24 x 7 on-call shared rostered.
