About the Company
This position serves as a single point of contact for support. Analysts can expect to spend their time answering support calls via an ACD system or monitoring and handling our task and incident queues. This position requires frequent interaction with Service Desk teammates globally, as well as Level 3 Support, Asset Management, Software Delivery teams and other IT groups and management.
About the Role
The ideal candidate will have a four-year technical degree or equivalent work experience and will possess the following skills and abilities:
Responsibilities
- Log all requests in ticketing system. This includes all incoming ACD calls, direct calls, e-mails, voicemails, chats, instant messages, and any other interactions.
- Provide accurate and thorough solutions to end user interactions. Escalate or transfer incidents as appropriate.
- Provide information to end users regarding the status of their incidents or requests.
- Troubleshoot PC hardware and software problems; perform software installations and upgrades.
- Provide first line support for Internet browser issues, printer issues, applications and basic network issues.
- Research, resolve, and respond to questions received in accordance with set policies and procedures.
- Continuously develop communication skills and problem-solving techniques; create more efficient support methods.
- Assist in the population and maintenance of the knowledgebase.
- Attempt proactive resolution of end user and IT support issues to maintain a high level of visibility within the end user community.
- Participate in team projects that enhance quality of service and promote technical and career growth.
- Coordinate incident resolution and service request completion with various workgroups.
- Identify trends in support issues when possible and create problem tickets.
- Communicate with end users to gain agreement on resolution and close tickets accordingly.
- Provide Level 1 IT support services with a focus on resolving incidents and service requests at first contact whenever possible.
- Escalate unresolved issues to Level 2 or Level 3 resolver groups in accordance with the defined support and escalation matrix.
- Handle standard service request fulfillment and deliver dedicated Executive Support Services for users in the offices of the Chairman, President, Executive Vice Presidents (EVPs), and Vice Presidents (VPs).
Qualifications
- The ideal candidate will have a four-year technical degree or equivalent work experience.
Required Skills
- Excellent communication skills including active listening skills and ability to convey empathy.
- Customer service skills with the ability to provide consistent, positive end user experiences and address issues proactively.
- Analytical problem-solving skills with the ability to use all available resources to resolve or anticipate problems in turn creating or updating processes, procedures, and resolutions in the knowledgebase as needed.
- Time management skills including setting appropriate expectations with end users for resolution.
- Ability to be a team player, offering and accepting feedback and sharing knowledge with others, while being able to work independently and require minimal supervision.
- Relationship-building skills including the ability to develop intra- and inter-team relationship as well as build and establish rapport with end users efficiently.
- Multi-tasking abilities while focusing on effective prioritization of work.
Preferred Skills
- The ideal candidate will have knowledge in and familiarity with the following operating systems, software applications, browsers, and technologies:
- Microsoft Windows 10 / 11
- Office 365 applications including Teams, OneDrive, Outlook, and OneNote
- Microsoft Internet Explorer and Edge, Google Chrome, and Safari
- Adobe Acrobat, Foxit Reader, or other PDF applications
- ServiceNow
- iOS/Android devices
- System Center Configuration Manager (SCCM)
- Technical certifications in support of the above technologies are a plus.
- Any verbal/written fluency in another language, particularly Spanish, French, Dutch, German, Portuguese, Chinese, Korean, or Japanese, is also considered a plus.
Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.
We are also committed to make reasonable adjustments to support candidates, so they can perform at their best throughout the recruitment process.
