Tech Mahindra Walk-In Drive For Service Desk Analyst | 20th – 27th July 2018

Tech Mahindra Walk-In Drive For Service Desk Analyst | 20th – 27th July 2018

About Company:

Tech Mahindra Walk-In Drive For Service Desk Analyst. Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise™. We are a USD 4.4 billion company with 117,600+ professionals from 90 countries, helping over 840 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms and reusable assets connect across a number of technologies. To deliver tangible business value and experiences to our stakeholders. Tech Mahindra is amongst the Fab 50 companies in Asia as per Forbes 2016 list.

Job Title: Service Desk Analyst.

Location: Pune, India.

Job Description:
  • The IT Service Desk analyst will provide first line technical support to internal employees of customer.
  • The candidate will require an aptitude for working with applications/infrastructure components to undertake analysis, diagnosis and resolution of end user incidents, which may range from straightforward to more complicated technical issues.
  • Service desk analyst will have standard operating procedures to support majority of the incidents.
  • Act as a single point of contact for phone calls, chats and tickets from end users regarding IT issues and queries.
  • Receiving, logging and managing queries/issues from end users via telephone and chats
    Incident logging, categorization, prioritization, assignment, coordination and communication until resolution for low priority incidents affecting a single user (P3 P4).
  • Incident communication and notification for high priority incidents (P1 P2).
  • Coordination with application and infrastructure support teams.
  • teams.P accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customers.
  • requirements and expectations
    Incidents and Service Requests are managed effectively; ensuring information is captured in ITSM tool for future reference and analysis, in line with ITIL principles.
  • 1st line support and troubleshooting of IT related problems from in-house software and hardware such as Desktops, Laptops, Mobiles, Ruggedized Laptops and Tablets
    Log and manage.
  • incidents/Service Request in ITSM tool.
  • Esc unresolved tickets to Level 2 resolver groups
  • Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
Skills Required:
  • Hands on Experience on any of the ITSM Tools (SNOW, Remedy, CA Service Desk)
  • Basic understanding of ITIL v3 foundation or HDI
    Incident Management experience Managing incidents including business expectations and communication
  • Basic User & Security Group Active Directory administration
    Strong knowledge of Microsoft based operating systems with emphasis on Windows 7,10 and Office 2010, 2013, 365
  • Communication and Soft Skills
    Excellent verbal and written English communication and soft skills.

Qualification: Any Computer/ IT Graduate.

Work Experience: 1– 2 Years.

Walk-In Date: 19th July to 27th July 2018.

Time: 2:00 PM.

Venue:  Tech Mahindra Phase 3, Hinjewadi, Pune.

Apply: Walk-In.

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