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Global IT Support Analyst

2.00 to 3.00 Years   Pune   03 Jan, 2021
NUANCE COMMUNICATIONS
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryConsumer Durables / Electronics
Functional AreaIT Operations / EDP / MIS,Technical Support / Helpdesk
EmploymentTypeFull-time

Job Description

Principal Duties and Responsibilities:

  • Supervise work flow of local Pune Service Desk Agents
  • Provide comprehensive Level 2 phone support for the efficient resolution of technology problems and requests across the global organization
  • Responsible for escalatingtransferring issues to appropriate Tier 23 support and other internal and external IT support groups
  • Assist Sr IT Manager and coordinate with other IT functions to ensure appropriate communication with end-users reporting issues
  • Provide recommendations and feedback to Sr IT Manager regarding efficency improvements
  • Provide technical advice, guidance and informal training to end-users of hardware and software programs
  • Responsible for meeting the key performance metrics associated with Help Desk service provided
  • Escalating transfer issues to appropriate Tier 23 support and other IT support groups as needed
  • Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions. Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.
  • Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinkingreasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.

Knowledge, Skills, Qualification:

Required Skills:

  • Communication and Customer handling skills

    • Preferred Skills:

    • Communication skills, fluent in English both spoken and written
    • Customer service skills: Ability to understand and empathize with customer concernsissues remaining committed to providing quality results. Positive service attitude.
    • Decision making skills: Apply to apply discretion resulting in appropriatedesired resolutions
    • Strong troubleshooting skills: Ability to analyze issues and assist in determining root cause and appropriate solutions. High degree of problem solving.
    • Strong technical skills: Capable of learning, understanding and communicating technical information.
    • Strong knowledge of standard Microsoft OS and desktop products, VPN Remote Access, desktop network connectivity account administration, desktop hardware and peripherals
      • ,

      Keyskills :
      unixtroubleshootingcustomer relationsslaenvironmentit supportroot causeservice deskremote accesssupport groupsproblem solvingcustomer servicecustomer handlingperformance metricscommunication skillsnetwork connectivityaccount administration

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