Service Request Support Specialist
Location
Mumbai | India
Job description
Key Responsibilities
- Providing technical and functional support to end-users to address their service requests.
- Diagnosing and resolving issues related to service requests.
- Collaborating with other team members to ensure efficient resolution of requests.
- Assisting users in understanding and effectively using IT services.
- Escalating and following up on requests with second- and third-line support as needed.
- Participating in testing and quality assurance of custom-built applications and integrations.
- Ensuring users adhere to established governance policies and standards.
- Participating in root cause analysis and incident reporting.
- Identifying, diagnosing, and resolving incidents within target SLAs.
- Maintaining or improving internal customer satisfaction scores.
Deliverables:
- Structured and systematic analysis of service requests.
- Structured and systematic analysis of incidents.
- Timely resolution of service requests within agreed SLAs.
- Maintenance and creation of new documentation in the ICT knowledge base.
- Redaction of documentation in the internal knowledge base and/or customer-facing Help Portal.
Education Experience
- Bachelor of Engineering.
- 1-3 Years of relevant experience.
Certifications:
- ITIL Foundation desired / Minimum should have the knowledge of ITIL standards
Background, Skills and Competencies
Soft skills:
- Excellent problem-solving skills
- Good oral and written communication skills
- Customer and service oriented
- Team player, sharing information spontaneously
- Pragmatic and solution-oriented Organized and rigorous
- Available and flexible
- Autonomous, self-taught, responsible
Technical skills:
- Computer technician or equivalent experience
- At least 3 years experience in a similar role in an internationally distributed organization.
- Fluency in English (spoken and written)
- Good knowledge of Office 2021, 365
- Good knowledge of Windows 10, 11
- Good knowledge of PC hardware and peripherals
- Proficiency in managing users, computers and groups in Active Directory and Azure Active Directory.
- Proficiency in managing email addresses and shared mailboxes and distribution lists in Exchange On-Premises and Online.
- Good knowledge in Microsoft 365 administration (Teams, Sharepoint Online, Onedrive)
Considered an asset
- Windows Server
- System Center Configuration Manager
- Basic routers and switches
- ITIL
- Atlassian suite (Jira, Confluence
- Experience in providing technical support to European clients.
- Fluency in French and English, both written and spoken.
Job tags
Salary
