1584 Service Desk Jobs - Page 3

About The Role Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years Language - Ability: English(International) - Expert About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Microsoft ExcelMicrosoft PowerPointAdaptable and flexibleAgility for quick learningWritten and verbal communicationCollaboration and interpersonal skillsAbility to work well in a team Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

About The Role Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years Language - Ability: English(International) - Expert About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Microsoft ExcelMicrosoft PowerPointAdaptable and flexibleAgility for quick learningAbility to work well in a teamWritten and verbal communicationCollaboration and interpersonal skills Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

- Insurance or Health Care or Banking Domain Project experience is a MUST. - Excellent knowledge in Java 8, JSP, Servlets, JEE, Java Springboot and Hibernate. - Knowledge of FX, MM, FI market and products - added advantage. - Team Handling is a MUST

About The Role Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years Language - Ability: English(International) - Expert About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Workforce AnalyticsWorkforce Experience AnalyticsAbility to work well in a teamAdaptable and flexibleWritten and verbal communicationAbility to meet deadlinesCollaboration and interpersonal skillsMicrosoft ExcelMicrosoft PowerPoint Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Investigation of complex tickets or Triage of all incidents reported on the servicing application and resolve where possible with in SLA along with providing work arounds to minimise impact of MI or prolonged issue • Incident Management: All support requests raised to support team to be managed within agreed service levels, Monitoring of the environment ensuring we stay on top of all major issues and escalating to manager where appropriate. Ensuring we meet SLA requirements or renegotiate where SLA is not achievable. • Problem Management: Ensuring recurring issues are addressed by the right process to prevent reoccurrence and ensuring they are timeline driven. • Maintain service desk tickets with updated and communications among application support team, business stakeholders and supplier • Lead / co-ordinate all resolutions and closure of application support tickets within agreed SLA’s. • Raise any Operations issues with Vendor/Supplier for any tickets that require the third party software suppliers input and follow up till fixed. Ensure CR is supported for fix till the end or escalate delays to leads and managers. • Responsible to document any critical issue with step by step and create a knowledge articles. • Handling customers, following up on the customer issues and clarifications, carry out second and third line of troubleshooting, work with development/testing teams to get the customer issues resolved. • Escalate tickets and coordinate resolution where the issues resolved at first level and provide suggestions & ideas to Junior /Seniors System Support Analyst and help them to progress on their tickets. • Contribute to personal performance and development reviews and planning. Fully engage in any personal training and development activity that is agreed. • Ensure all Treating Customer Fairly requirements are met. •Produce all necessary documents, analytical / statistical reports etc. and report any breach to Line Managers. • Provide support to IT systems end users and related software, applications and services through service desk software, phone or by any electronic methods with in the agreed SLAs. Provide technical support of the application hosted over cloud/onpremise. • Monitor and maintain automated processes, systems etc. and report and resolve any issues reported or liaise with service owners and other technical support teams. •Communicate any training requirements to your line manager. •Responsible for taking the queue ownership for respective set of applications supported. • Maintaining and enhancing practical and operational relationships with third party suppliers. •Work alongside the risk function in developing and maintaining a risk management agenda, acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout your function. • Flexible to work in any shifts as per business requirements and Available MI or On call for critical applications (Probably no US Shifts) • Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above. • Ability to have strong mortgage or savings application knowledge and expert in at least one application and back up for other small or medium sized applications with ability to train other team members on the same and manage the queue. • Able to work on Process Migrations for one or two application and provide training to the business as part of migration. • Ability to handle at least one big application and one small or medium sized application independently. • Lead process improvements and documentation/Run books •Manage and lead Audit work and application upgrades

Role & responsibilities Greetings from The Job Factory !! Job Summary: We are seeking highly motivated and enthusiastic undergraduate or graduate freshers/ experience to join our team as International Process Associates. The successful candidates will work on international processes, providing exceptional service to our global clients. For more details Call : HR Shruthi 9008812627 (call or whatsapp) Email id - shruthic@thejobfactory.co.in Role & Responsibilities: 1. Handle customer inquiries and resolve issues via phone, email, or chat 2. Provide product information and support to customers 3. Manage and document customer interactions 4. Meet productivity and quality standards 5. Collaborate with internal teams to resolve complex issues Preferred Candidate Profile: 1. Undergraduate or graduate degree in any discipline 2. Excellent communication and interpersonal skills 3. Ability to work in a fast-paced environment and manage multiple priorities 4. Strong analytical and problem-solving skills 5. Willingness to learn and adapt to new processes and technologies What We Offer: 1. Competitive salary and benefits 2. 2-way cab facility for commute 3. Opportunities for growth and development in a global company 4. Collaborative and dynamic work environment 5. Training and support to help you succeed in your role 6. Incentives and Allowance's Skills: 1. Good communication skills (written and verbal) 2. Basic computer knowledge and typing skills 3. Ability to work independently and as part of a team 4. Strong attention to detail and organizational skills For more details Call : HR Shruthi 9008812627 (call or whatsapp) Email id - shruthic@thejobfactory.co.in Preferred candidate profile

Hiring for Service Desk (voice) 5 days work 2 week off 2 way transport US shift Bangalore location Immediate joiners only Min 1 year in Only Graduates For more details Call HR Raksha@9900969073 raksha@thejobfactory.co.in

Role- Quality Analyst ( Service Desk ) Location- Hyderabad, Pune, Bangalore Experience- min 2 years WFO| US Shift Skills- Service Desk, Quality analyst, Troubleshooting, International Voice support Contact - 9214334811

Role & responsibilities Greetings from The Job Factory !! Job Summary: We are seeking highly motivated and enthusiastic undergraduate or graduate freshers/ experience to join our team as International Process Associates. The successful candidates will work on international processes, providing exceptional service to our global clients. For more details Call : HR Devishree 9901195084(call or whatsapp) Email id - devishreethejobfactory@gmail.com Role & Responsibilities: 1. Handle customer inquiries and resolve issues via phone, email, or chat 2. Provide product information and support to customers 3. Manage and document customer interactions 4. Meet productivity and quality standards 5. Collaborate with internal teams to resolve complex issues Preferred Candidate Profile: 1. Undergraduate or graduate degree in any discipline 2. Excellent communication and interpersonal skills 3. Ability to work in a fast-paced environment and manage multiple priorities 4. Strong analytical and problem-solving skills 5. Willingness to learn and adapt to new processes and technologies What We Offer: 1. Competitive salary and benefits 2. 2-way cab facility for commute 3. Opportunities for growth and development in a global company 4. Collaborative and dynamic work environment 5. Training and support to help you succeed in your role 6. Incentives and Allowance's Skills: 1. Good communication skills (written and verbal) 2. Basic computer knowledge and typing skills 3. Ability to work independently and as part of a team 4. Strong attention to detail and organizational skills For more details For more details Call : HR Devishree 9901195084(call or whatsapp) Email id - devishreethejobfactory@gmail.com Preferred candidate profile

Job Title: Service Desk Coordinator Experience Required: 2.5 to 4 years Salary: 20,000 per month Overview: We are seeking a proactive and technically sound Service Desk Coordinator to manage ticketing systems and support operations efficiently. The ideal candidate should possess a solid understanding of technical troubleshooting and exhibit strong coordination and communication skills to ensure timely resolution of user issues. Key Responsibilities: Manage and monitor service desk tickets and ensure prompt resolution of user requests and incidents. Coordinate with cross-functional teams to resolve technical issues effectively. Maintain and update ticketing tools with accurate information and progress status. Analyze recurring issues and suggest improvements in service delivery. Ensure SLA compliance and escalate unresolved issues as required. Provide regular updates and reports on service desk performance. Requirements: Graduate with 2.5 to 4 years of experience in service desk operations or technical support. Proven experience in handling user requests and troubleshooting technical issues. Hands-on experience with ticketing tools (e.g., ServiceNow, Freshdesk, Jira). Excellent communication skillsboth written and verbal. Strong coordination abilities to work effectively with internal teams and stakeholders. Ability to manage multiple tasks and prioritize work in a fast-paced environment. Interested candidates can share their CVs at this email: leena.yadav@teamcomputers.com or Whatsapp - 9599004793

Key Responsibilities: The candidate will be responsible for handling inbound calls and providing first-level technical support to customers experiencing software-related issues. Answer and respond to customer inquiries via phone, WA in a timely manner. Troubleshoot and resolve basic software issues using established procedures Escalate complex technical problems to development team. Document all customer interactions, issues, and resolutions in the CRM ticketing system. Educate customers on how to use software features. Follow up with customers to ensure issues are resolved to their satisfaction. Basic understanding of software systems, operating systems, and common troubleshooting steps. Knowledge of SaaS or cloud-based applications will be an added advantage. Language: fluency in Marathi, Hindi, English

Sr. Java developer (5 to 8 yrs) Java Lead (8+yrs) Chennai - Work from Office Full time Sr. Java developer (5-8 yrs) 5+ years of relevant experience in independently developing the 5+ years of hands-on Software Development experience Hands-on experience in designing and developing applications using Java EE platforms Object-oriented analysis and design using common design patterns. Profound insight into Java and JEE internals (Class loading, Memory Management, Transaction management etc.,) Excellent knowledge of Relational Databases Oracle, SQL Server, SQL Experience in the Struts 2 or Spring, Hibernate Framework Experience in developing web applications using HTML5 Experience with test-driven development Experience in Conducting code reviews and mentoring team members Good Communication, interpersonal and leadership skills Insurance Domain Knowledge, Angular Knowledge is a plus. Java Lead (8+yrs Module: CRM, HRMS, Service Desk, Technology Conversion Project Experience in designing and implementing multi-tier applications. Excellent analytic & problem-solving skills Excellent knowledge in troubleshooting, performance tuning and best practices Experience in Messaging, failover designing and recovery planning. Familiar with all phases of the systems lifecycle, from analysis, design and development through to support. Experience in developing performance sensitive multi-tier Java/JEE applications, CRM, HRMS, Service Desk, Technology Conversion Project Knowledge of the FX/MM/FI market and products is very desirable. Excellent knowledge in Java 8 Excellent knowledge in JMS, JEE, Jsp, Servlets, and SQL/PLSQL Basics, Java performance tuning, Threads, Collections Knowledge of any J2EE application server Writing and executing automated unit tests using TestNG or JUnit Ability to design service oriented, load balanced, high available and high throughput solutions. HTML5/CSS3. QUALIFICATIONS Bachelor's / Master's Degree Interested can forward your latest resumes to John.s@Zirlen.com

central point of contact ,• Support the implementation, adoption, and troubleshooting of digital workplace tools (e.g., Microsoft 365, collaboration platforms). Troubleshooting of networking infrastructure (LAN, WAN, Wi-Fi, VPN, etc.). Health insurance Provident fund

Wipro Limited is a leading technology services and consulting company committed to developing innovative solutions to meet the complex digital transformation needs of its clients. With a strong focus on consulting, design, engineering, and operations, Wipro helps clients achieve their ambitious goals and build sustainable businesses. Operating in 65 countries with over 230,000 employees and business partners, Wipro is dedicated to supporting customers, colleagues, and communities in an ever-evolving world. For more information, please visit www.wipro.com. The role entails being the primary point of contact for B2B users contacting the Wipro Service Desk to troubleshoot end user issues in alignment with Wipro's Service Desk objectives. Responsibilities include: - Providing primary user support and customer service. - Responding to queries from calls, portal, emails, and chats from clients. - Familiarizing oneself with each client and their applications/processes. - Learning the fundamental operations of commonly-used software, hardware, and equipment. - Following standard service desk operating procedures by accurately logging all service desk tickets using defined tracking software. - Ensuring the maintenance of the scorecard as per Statement of Work (SoW) with respect to Turnaround Time (TAT), Service Level Agreement (SLA), and hits. - Managing all queries and escalating if not resolved according to defined helpdesk policies and framework. - Maintaining regular Management Information System (MIS) and resolution log on raised queries. - Recording events, problems, and their resolutions in logs. - Following up and updating customer status and information. - Passing on any feedback, suggestions, or escalations by customers to the appropriate internal team. - Identifying and suggesting improvements on processes and procedures. Performance Parameters: 1. Service Desk Delivery: - Adherence to TAT, SLA as per SoW - Minimal Escalation - Customer Experience 2. Personal: - Attendance - Documentation, etc. Join Wipro, a company that is reinventing itself and the digital world. Be part of our journey in transforming businesses with bold ambitions. We seek individuals who are inspired by reinvention, willing to evolve constantly, and contribute to the growth of our business and industry. At Wipro, you have the opportunity to shape your own reinvention. Come to Wipro and realize your ambitions. We welcome applications from people with disabilities.,

As an IT Customer Service Analyst at Accenture, you will be aligned with the Customer Support vertical to manage and resolve customer queries, handle escalations and complaints, and provide optimal resolutions. Your responsibilities will include closing faults and complaints within SLAs. A strong proficiency in email and chat processes, along with good typing skills, is preferred for this role. You will be accountable for recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests within the defined scope of support. Your role will involve managing unplanned interruptions to restore normal service operations swiftly for non-voice interactions such as email, web, and chat. To excel in this position, you are expected to adhere to the Accenture Code of Business Ethics, establish robust client relationships, handle disputes effectively, meet deadlines consistently, collaborate well within a team, showcase adaptability and flexibility, and prioritize customer service. Fluency in English is a prerequisite for this role. Your primary tasks will revolve around analyzing and resolving lower-complexity problems, engaging with peers within the organization for updates before reporting to supervisors, and potentially having limited exposure to clients or Accenture management. You will receive moderate-level guidance for daily tasks and detailed instructions for new assignments. The decisions you make will directly impact your work and may influence the work of your colleagues. As an individual contributor within a team, you will have a defined scope of work. Please be aware that this role may involve working in rotational shifts. Accenture is a global professional services company renowned for its expertise in digital, cloud, and security solutions. With a workforce of 699,000 individuals serving clients in over 120 countries, Accenture leverages technology and human ingenuity to drive value and shared success for clients, employees, shareholders, partners, and communities. You can learn more about us at www.accenture.com.,

Active Directory | Technical Support | 8 LPA || O365 | DNS | DHCP Hiring For Commercial Business B2B Process Grad/UG 1 year exp into International BPO Tech Support On Papers can apply. Salary upto 8.40 LPA Night shifts 5 days working, 2 offs Both side cabs Gurgaon / Pune / Bangalore Immediate joiners only Job description Looking for immediate joiners, Senior Technical Advisor/International Voice, (AD/Server/Networking) Role & responsibilities: US Voice Process Profile Requirement: 1. UG / Grad both eligible with 1year of documented Technical Experience (Min 1 yr Windows Server Exp for Premier) 2. Internal Students not eligible 3. Designation offered: Technical Support Associate 4. Core Competencies/Skills/Knowledge: a. Strong Problem Solving and Troubleshooting Skills & thinks logically. b. Working knowledge of personal computer architecture and network architecture. c. Passion for Technology (curious, has desire to learn, doesnt rely on past knowledge, stays on top of latest technologies). d. EPS (Server support) operates on callback model where the cases are created for the customers and the engineers talk to the customers. They require assistance with troubleshooting on 2003,2008, 2008r2, SCCM, SCMON, Win XP, Vista, Win7, Exchange 2007, IIS, ISA e. Working/knowledge of Windows NT Server and/or Windows 2000 Server and Windows NT Workstation and/or Windows 2000 Professional f. MCP/MTA/MCSA/MCITP/MCSE Certified in Windows Server Operating Systems recommended. g. Understanding of Active Directory, DNS, DHCP, System Set up, System Performance and Domain Environment, Boot Process (Backup Process, Types Of Backup, Hyper-V Type 1 & Type 2 , Storage. Excellent English Communication mandate* Salary : 30% hike, upto 8 LPA Interested can share their resume on ankita2.jobfinder@gmail.com CALL- 8840819455

MNC Hiring For Technical Support /AD, DNS , DHCP , 365/ 8LPA Need min 1yr of relevant experience on paper in International Tech Support (Mandate) Salary up to 4LPA - 8.4LPA + incentives + variables Location- Gurgaon / Pune / Bangalore - 1 year exp 5 days working 2 roster off Night Shifts Both side cabs Looking for immediate joiners, Senior Technical Advisor/International Voice, (AD/Server/Networking) Role & responsibilities: US Voice Process Profile Requirement: 1. UG / Grad both eligible with 1year of documented Technical Experience (Min 1 yr Windows Server Exp for Premier) 2. Internal Students not eligible 3. Designation offered: Technical Support Associate 4. Core Competencies/Skills/Knowledge: a. Strong Problem Solving and Troubleshooting Skills & thinks logically. b. Working knowledge of personal computer architecture and network architecture. c. Passion for Technology (curious, has desire to learn, doesnt rely on past knowledge, stays on top of latest technologies). d. EPS (Server support) operates on callback model where the cases are created for the customers and the engineers talk to the customers. They require assistance with troubleshooting on 2003,2008, 2008r2, SCCM, SCMON, Win XP, Vista, Win7, Exchange 2007, IIS, ISA e. Working/knowledge of Windows NT Server and/or Windows 2000 Server and Windows NT Workstation and/or Windows 2000 Professional f. MCP/MTA/MCSA/MCITP/MCSE Certified in Windows Server Operating Systems recommended. g. Understanding of Active Directory, DNS, DHCP, System Set up, System Performance and Domain Environment, Boot Process (Backup Process, Types Of Backup, Hyper-V Type 1 & Type 2 , Storage. Interested can share their resume on ankita2.jobfinder@gmail.com CALL- 8840819455

We are looking for customer success managers who can who can work with our clients and our engineers to ensure timely delivery. The business verticals we are focusing on are real-estate, healthcare, education, automotive and retail. If you enjoy the challenge of onboarding, training and supporting businesses to use new technology platforms, we would love to hear from you. Objectives Guide onboarding of customers on Kenyt.AI SaaS platform Manage communications and deal with customer issues in an efficient and timely manner Interact and Support clients across geographies (India and abroad) Keep up with the trends in the industry and platform capabilities of the competition Explain insights and results to marketing and sales professionals Responsibilities Business Adviser to our clients working towards achieving their business goals. Manage client relationships and day to day interface with the client. Responsible for overall delivery for the services (Chatbot, Whatsapp Business Api, Service Desk, CRM) Work with clients to gather their data, understand customer journeys and suggest marketing campaigns to them. Be the user experience and solutioning expert, guiding the team to build right conversational experiences to solve client issues. Work with our delivery engineers to deliver chatbots for their marketing campaigns. Work closely with product/tech teams to explore the feasibility of technical Establish customer success metrics and ensure we meet them consistently. Acts as a referral point for client issues, escalations, complaints and manages Crisis situations. Track service KPIs and metrics to make sure service quality is up to the mark. Be responsible for upselling and renewals, and increase the revenue per client. Requirements Education: Tech Graduates Experience: 0-4 years industry experience Excitement: Making customers successful Attitude: Do what it takes Skills: Self-driven and excellent communication skills Experience in Account Management/Client handling Profiles Exceptional communication skills, both oral and written, coupled with excellent listening skills Analytical and data-driven with ability to deal with multiple stakeholders. Knowledge of analytics tools like Excel, Google Analytics Demonstration of good product and consumer thinking during his/her career Hands-on and a quick learner. Comfortable with learning new technology Exposure to CRM, marketing automation, digital marketing tools

Role & responsibilities - OS Installation/ Trouble shooting of client OS (Windows 7/8/10) Product knowledge of desktop, laptop, printer, basic networking parts Assembling / integration of computer parts Configuration of OS / Networking Printer Installation and configuration of Antivirus Outlook configuration and Windows live/Thunderbird N computing setup and issue resolutions Software Installation and Software Support Have basic knowledge on switching and Wi-Fi configuration Preferred candidate profile Min 2-4 Years experience in a desktop support and L1 Networking. Experience in computer Hardware Trouble shooting. Should have knowledge on new installation. Should have knowledge about cloning the hard disk/ OS Image/ Ghost Image. Should have knowledge of data recovery from desktop systems.

Roles & Responsibilities [IT HelpDesk Call-Coordinator] User Call Management: Handle incoming user calls for IT issues and assign them to the appropriate IT Helpdesk/Servicedesk executive. IT Ticketing System Expertise: Possess a strong understanding of IT ticketing solutions to effectively manage and track user issues. Experience on Jira Ticketing tool would be helpful. Communication Skills : Excellent oral and written communication skills to interact effectively with users over email and call. Ticket Review and Feedback: Regularly review tickets logged by the IT Executive team and provide constructive feedback to the KCO team. User Feedback Collection : Follow up with users to gather feedback on resolved issues and ensure their satisfaction. Pending Requests: Monitor and review user requests received via email and phone, and share a summary of pending requests with the KCO team by the end of the day. Report: Prepare and share daily, weekly, and monthly call ticket reports in collaboration with the KCO team and engineers. Team Activity Monitoring: Monitor IT Executives calls, emails, lunch breaks, and office timings, and report findings to the KCO team. Asset Management Support: Assist the KCO team with asset management tasks such as asset tagging, physical asset verification, and maintaining asset records. Access Control Record Maintenance: Maintain an updated register of individuals accessing the server and hub room for security and audit purposes. Escalation Management: Identify and escalate unresolved or critical issues to the KCO IT Team for timely resolution. Knowledge Base Maintenance: Collaborate with the IT team to update and maintain a knowledge base of common issues and solutions to improve efficiency. Training & Development: Provide feedback on training requirements for IT Executives based on performance and recurring issues. Compliance Adherence: Ensure that all processes adhere to Fim policies, standards, and IT compliance requirements.

To be responsible for the management of both proactive and reactive incidents ensuring a professional and consistent delivery of quality services to our Customers Ensuring correct execution of Incident management process, accountable for the general procedure management, taking care that the required resources for incident resolution are engaged and the customer is informed appropriately about the progress To be responsible to take decisions on the best course of actions in the restoration of the service and direct customer expectations in agreement with CSMs and or Partner support teams Act as a point of contact for coordinating with other internal and external teams to resolve the key/complex operational issues that are impacting customer satisfaction (technical escalation) and for all problem records Effectively control the incident queue to ensure that all incidents are actioned in a timely and efficient manner Monitor the number and age of pending incidents to ensure timely incident resolution Review the daily dashboard report and initiate corrective action to resolve long pending incidents (more than 24, 48 hours) Strictly follow the escalation process for both internal functional and hierarchical and external management to ensure speedy restoration of the services Provide technical support to Service Desk specialist to help them solve complex issues, thereby helping them increase their knowledge levels To be available 24X7 in handling complex major and mission critical site incidents and BCP situation 24X7X365 (includes public holidays, off hours, weekends) on call basis if required as per roster To own and to prepare summary incident reports on critical/ complex/Major incidents suitable for internal and external management review Leading the "end-to-end" change management activities within a structured process framework Prioritizating & filtering the changes, basis on the urgency & impact of the change Gathering appropriate information based on the type of change Engaging the implementation entities for the execution of change Timely & Effectively updating the internal & external change tools Conduct post change implementation reviews to assess the performance of the change request Engage with implementation teams to instantly resolve failed/incorrectly implemented changes Ensuring correct execution of Incident management process, accountable for the general procedure management, taking care that the required resources for incident resolution are engaged and the customer is informed appropriately about the progress To be responsible to take decisions on the best course of actions in the restoration of the service and direct customer expectations in agreement with CSMs and or Partner support teams Act as a point of contact for coordinating with other internal and external teams to resolve the key/complex operational issues that are impacting customer satisfaction (technical escalation) and for all problem records Effectively control the incident queue to ensure that all incidents are actioned in a timely and efficient manner Monitor the number and age of pending incidents to ensure timely incident resolution Review the daily dashboard report and initiate corrective action to resolve long pending incidents (more than 24, 48 hours) Strictly follow the escalation process for both internal functional and hierarchical and external management to ensure speedy restoration of the services Provide technical support to Service Desk specialist to help them solve complex issues, thereby helping them increase their knowledge levels To be available 24X7 in handling complex major and mission critical site incidents and BCP situation 24X7X365 (includes public holidays, off hours, weekends) on call basis if required as per roster To own and to prepare summary incident reports on critical/ complex/Major incidents suitable for internal and external management review Leading the "end-to-end" change management activities within a structured process framework Prioritizating & filtering the changes, basis on the urgency & impact of the change Gathering appropriate information based on the type of change Engaging the implementation entities for the execution of change Timely & Effectively updating the internal & external change tools Conduct post change implementation reviews to assess the performance of the change request Engage with implementation teams to instantly resolve failed/incorrectly implemented changes To ensure the incident management practices are followed diligently , leading to excellent reviews and feedback from the customer ( CSAT) To ensure that customer SLAs are always met Service oriented with good customer service skills Good interpersonal, analytical and communication skills Good time management, and organisational skills Ability to carefully plan and co-ordinate work according to a demanding time schedule Flexibility in terms of working hours Willingness to work in shiftsand on call support 24/7 Ability to lead crisis bridge, bring all required entities in call, share meeting minutes, track actions and own incidents and changes end to end Ability to build relationships with peer and management levels both with clients and the company management Excellent matrix management and Team Player Good understanding of Cisco routing and switching technology, SDx solutions, Security platforms and wireless technologies Multitasking and able to perform under pressure Proactive, self-motivated, and determined attitude Good understanding of incident and change process and ITIL best practices Ability to clearly articulate messages to a variety of audience Show knw Service Now Global Delivery & Operations

Education Qualification : Any Graduate (Engineering / Science) Skills : Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 2 - Knowledgeable Tertiary -> Behavioral | Aptitude | Communication | 1 - Aware Tertiary -> Behavioral | Aptitude | Information Processing | 1 - Aware 1. Handle incoming calls, emails, and chat from the users. Some account may require working on rotational shift 2. Ability to comprehend end users from international locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Contributing to Knowledge Base with new articles 6. Taking a remote of an end users machine if required while troubleshooting 7. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support 8. Monitoring the status and documenting the progress towards resolution of all open tickets 9. Keeping affected users informed about the progress. 10. Escalating the process if necessary 11. Resolution confirmation and closure of tickets within the SLA 12. Attend trainings and complete certifications for set competencies Technical Skills Ability to differentiate between different type of IT assets Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 Understanding of desktop applications and how do they work, installation and uninstallation Ability to support users in business applications based on SOP s Troubleshooting Desktop/Application remotely Ability to carry out Disk management, Disk Encryption, Wireless configuration Ability to check utilization and availability, ability to perform start up and shut down services by following SOP Ability to Install and configure email client, troubleshoot connectivity issues Ability to troubleshoot calls for printers and copiers locally and remotely Basic Networking (Protocols/OSI Layers/IP address) Desired Skills: - Understanding of domain setup and ability to add / remove computers to domain (For MSP and Enterprise)

Education Qualification : Any Graduate (Engineering / Science) Skills : Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 3 - Experienced Tertiary -> Behavioral | Aptitude | Communication | 2 - Knowledgeable Tertiary -> Behavioral | Aptitude | Information Processing | 2 - Knowledgeable 1. Handle incoming calls, emails, and chat from the users. Some account may require working on rotational shift 2. Ability to comprehend end users from international locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Contributing to Knowledge Base with new articles 6. Taking a remote of an end users machine if required while troubleshooting 7. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support 8. Monitoring the status and documenting the progress towards resolution of all open tickets 9. Keeping affected users informed about the progress. 10. Escalating the process if necessary 11. Resolution confirmation and closure of tickets within the SLA 12. Attend trainings and complete certifications for set competencies Technical Skills 1. Ability to differentiate between different type of IT assets 2. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 3. Understanding of desktop applications and how do they work, installation and uninstallation 4. Ability to support users in business applications based on SOP s 5. Troubleshooting Desktop/Application remotely 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP 8. Ability to Install and configure email client, troubleshoot connectivity issues 9. Ability to troubleshoot calls for printers and copiers locally and remotely Desired Skills: - Understanding of domain setup and ability to add / remove computers to domain (For MSP and Enterprise)

Education Qualification : Any Graduate (Engineering / Science) Skills : Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 4 - Advanced Tertiary -> Domain | IT in Banking | Customer Support | 3 - Experienced Tertiary -> Behavioral | Aptitude | Communication | 2 - Knowledgeable Tertiary -> Behavioral | Aptitude | Information Processing | 3 - Experienced 1. Handle incoming calls, emails, and chat from the users. Some account may require working on rotational shift 2. Ability to comprehend end users from international locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Contributing to Knowledge Base with new articles 6. Taking a remote of an end users machine if required while troubleshooting 7. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support 8. Monitoring the status and documenting the progress towards resolution of all open tickets 9. Keeping affected users informed about the progress. 10. Escalating the process if necessary 11. Resolution confirmation and closure of tickets within the SLA 12. Attend trainings and complete certifications for set competencies Technical Skills 1. Ability to differentiate between different type of IT assets 2. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 3. Understanding of desktop applications and how do they work, installation and uninstallation 4. Ability to support users in business applications based on SOP s 5. Troubleshooting Desktop/Application remotely 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP 8. Ability to Install and configure email client, troubleshoot connectivity issues 9. Ability to troubleshoot calls for printers and copiers locally and remotely Desired Skills: - Understanding of domain setup and ability to add / remove computers to domain (For MSP and Enterprise)

Technical Skills: Proficiency in troubleshooting and supporting Windows operating systems (Windows 10/11). Basic understanding of Microsoft Office 365 applications (Outlook, Word, Excel, Teams). Familiarity with Active Directory for user and computer management. Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi). Experience with ticketing systems (e.g., Jira Service Desk, ServiceNow, Freshservice). Familiarity with hardware components of desktops, laptops, and peripherals.