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Country/Region:  IN
Requisition ID:  16624
Work Model: 
Position Type: 
Salary Range: 
Location:  INDIA - MAHAPE - BIRLASOFT GLOBAL OFFICE

Title:  Sr Analyst

Description: 

JD For Service Desk L1/1.5 Support

 

  1. Excellent verbal and written English communication skills preferably supporting US/UK based customers
  2. Provide remote support with good technical troubleshooting skills
  3. Provide first level contact and convey resolutions to customer issues
  4. Properly escalate unresolved queries to the next level of support
  5. Track, route and redirect problems to correct resources
  6. Follow the ITIL process for logging tickets
  7. Walk customers through problem solving process
  8. Follow up with customers, provide feedback and see problems through to resolution
  9. Utilize excellent customer service skills and exceed customers’ expectations
  10. Ensure proper recording, documentation and closure
  11. Should have an understanding of AD, O365, Outlook related issues, Shared mail-box and Distribution lists
  12. Should have hands on experience on Share drives, File shares, Printer issues, VPN issues, AD account lockout issues and installation of software
  13. Mumbai based preferred
  14. Voice based technical support experience required for 2-3 years

 

 

 

                                                                               

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