Job description
Technical Services Competency ( TSC) Delivery provides IT help desk support to end Users of a client/organization through Issue identification & In scope Troubleshooting .Technical services competency manages the clients IT environments & acts as the face of Technical support for the clients. Through the management of clients' IT environments, the group seeks to improve, enhance & add value to Client business environment. Key services offered include : IT Service Desk : Level 1 , Centralized Technical support, Install- Move- Add- Change (IMAC Coordination) ,Enablement Services ,Parts & Inventory Management Services, Server Support, Service Delivery Planning, Network operations center (NOC), Application Support, IVR management, training , quality & Project Management/ Transition Services . Broadly, the Scope of support includes Incident Management, Business Application Support, Catch & Dispatch, Email & Web ticket Support 24x7x365 to IBM clients worldwide.
Job Title :
Technical Operations Analyst
Job location :
Noida
Role :
- Candidate will be involved in solving technical query & Trouble shooting.
- Receiving or/and making calls to be able to respond to client concerns/ request that are basic technical in nature.
- Perform initial problem determination (Level 1) in support of contracted scope of services with related hardware, software and services support as specified in the contract schedule.
Responsibility :
- Candidate has to provide technical advice and guidance to Help Desk CSRs for reported incidents for which the CSR cannot find a knowledge document
- Help Desk focal point for reported High Severity incidents, sending out email alerts, and resolves, updated client website and VRU
- Assist in End to End Problem, Change and Incident Management
Skills Required :
- Should have proven knowledge of Computer systems and functions. Eg. Laptop, Desktop & Printers.
- Should possess proven knowledge of mobile devices like Blackberry, I Phone, other smart phones etc.
- Should have proven knowledge of operating systems like Windows XP, d) Windows 7 and Windows.
- Proven communication Skills to be able to effectively communicate with customers over Phone / email.
- Knowledge on Mail clients like Lotus and MS Outlook.
Total Year of Experience:
0 to1 year of relevant work experience
Shift:
- Rotational
- Willingness to work for night shifts.
Required :
- Bachelor's Degree
- Basic knowledge in IT Trouble Shooting
- English: Fluent
Preferred:
Information Technology
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