Tech Mahindra Ltd, has a
job vacancy for Associate/Senior Associate -(Technical) for candidate with Skills in Technical
Support, Technical voice Process and IT service helpdesk with 0-3 years
experience at Pune. The company prefers the required skills and expects
mandatory knowledge.
Required Skills: Technical Support, Technical voice Process and IT service helpdesk.
This is a walkin: Job Expires on: 27th July 2018
Date: 19th July 2018- 27th July 2018
Time: 02:00 PM Onwards
Address:Tech Mahindra, phase 3 Hinjewadi
Time: 02:00 PM Onwards
Address:Tech Mahindra, phase 3 Hinjewadi
Position Offered: Associate/Senior Associate -(Technical)
Company Name: Tech Mahindra Ltd
Location: Pune
Company Name: Tech Mahindra Ltd
Location: Pune
Qualification: UG: Any Graduate
Experience: 0 - 3 Years
CTC: INR 1,00,000 - 4,00,000 P.A.
Job Description:
Role Overview
About the Company: Tech Mahindra Limited is an Indian multinational provider of information technology (IT), networking technology solutions and Business Process Outsourcing (BPO) to the telecommunications industry. Tech Mahindra is a US$4.2 billion company with over 117,000 employees across 90 countries. It provides services to customers which include Fortune 500 companies. It is also one of the Fab 50 companies in Asia, a list compiled by Forbes.[4] Tech Mahindra was ranked #5 in India's software services (IT) firms and overall #111 in Fortune India 500 list for 2012.
Role Overview
- The IT Service Desk analyst will provide first line technical support to internal employees of customer. The candidate will require an aptitude for working with applications/infrastructure components to undertake analysis, diagnosis and resolution of end user incidents, which may range from straightforward to more complicated technical issues. Service desk analyst will have standard operating procedures to support majority of the incidents.
- Sound Knowledge of IT service helpdesk
Educational Qualification
Should be an IT Science Graduate (BCA, BSC etc.) (not mandatory if candidate has relevant experience)
Act as a single point of contact for phone calls, chats and tickets from end users regarding IT issues and queries
Receiving, logging and managing queries/issues from end users via telephone and chats
Incident logging, categorization, prioritization, assignment, coordination and communication until resolution for low priority incidents affecting a single user (P3 P4)
Incident communication and notification for high priority incidents (P1 P2)
Coordination with application and infrastructure support teams
Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customers requirements and expectations
Incidents and Service Requests are managed effectively; ensuring information is captured in ITSM tool for future reference and analysis, in line with ITIL principles.
1st line support and troubleshooting of IT related problems from in-house software and hardware such as Desktops, Laptops, Mobiles, Ruggedized Laptops and Tablets
Log and manage incidents/Service Request in ITSM tool
Escalate unresolved tickets to Level 2 resolver groups
Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Scope of Support
Password reset & Account unlock (AD and other applications)
Active Directory account management
MS office application issues
Remote Desktop Management
MS Outlook issues (profile creation, PST, permissions, calendar sharing, delegation)
Creation/Access Management of Network Drives and Shared Folders
Browser trouble shooting
Wireless troubleshooting
Operating System Troubleshooting
Office 365/Windows 10 issues
Installation and Troubleshooting of approved software
Printers - Troubleshooting & Printer Access
Basic L1 Laptop & Desktop Troubleshooting
VPN troubleshooting
BYOD and Mobile device support
Should be an IT Science Graduate (BCA, BSC etc.) (not mandatory if candidate has relevant experience)
Act as a single point of contact for phone calls, chats and tickets from end users regarding IT issues and queries
Receiving, logging and managing queries/issues from end users via telephone and chats
Incident logging, categorization, prioritization, assignment, coordination and communication until resolution for low priority incidents affecting a single user (P3 P4)
Incident communication and notification for high priority incidents (P1 P2)
Coordination with application and infrastructure support teams
Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customers requirements and expectations
Incidents and Service Requests are managed effectively; ensuring information is captured in ITSM tool for future reference and analysis, in line with ITIL principles.
1st line support and troubleshooting of IT related problems from in-house software and hardware such as Desktops, Laptops, Mobiles, Ruggedized Laptops and Tablets
Log and manage incidents/Service Request in ITSM tool
Escalate unresolved tickets to Level 2 resolver groups
Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Scope of Support
Password reset & Account unlock (AD and other applications)
Active Directory account management
MS office application issues
Remote Desktop Management
MS Outlook issues (profile creation, PST, permissions, calendar sharing, delegation)
Creation/Access Management of Network Drives and Shared Folders
Browser trouble shooting
Wireless troubleshooting
Operating System Troubleshooting
Office 365/Windows 10 issues
Installation and Troubleshooting of approved software
Printers - Troubleshooting & Printer Access
Basic L1 Laptop & Desktop Troubleshooting
VPN troubleshooting
BYOD and Mobile device support
Other Essential Skills
Hands on Experience on any of the ITSM Tools (SNOW, Remedy, CA Service Desk)
Basic understanding of ITIL v3 foundation or HDI
Incident Management experience Managing incidents including business expectations and communication
Basic User & Security Group Active Directory administration
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7,10 and Office 2010, 2013, 365
Communication and Soft Skills
Excellent verbal and written English communication and soft skills
Excellent customer service skills with skills to empathize with the user
Ability to work well with others, particularly senior level IT and business managers
Ability to establish effective working relationships
Demonstrate ability to be assertive when necessary
Remains calm and focused in stressful situations
Be at ease with communicating both internally and externally at all levels
Adopt a sensitive approach towards confidential information
Act in a proactive rather than reactive manner
Ability to relate to Senior IT staff and business managers, through clear understanding of the Clients business strategy and IT service in place
Working in 24/7 environment and flexibility is required since the operations from our customer is running in different shifts.
**service Desk Profile but the project is tagged under BPS **
** Graduate Fresher with Excellent communication skills(Verbal) and with sound Technical Knowledge can Apply.
** Pilot Process
** International Voice Process
**Rotational Shifts and Rotational week offs
***Interested candidates please forward your CV's on sa00546961@techmahindra.com***
**Please read the JD carefully before applying for the role**
Hands on Experience on any of the ITSM Tools (SNOW, Remedy, CA Service Desk)
Basic understanding of ITIL v3 foundation or HDI
Incident Management experience Managing incidents including business expectations and communication
Basic User & Security Group Active Directory administration
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7,10 and Office 2010, 2013, 365
Communication and Soft Skills
Excellent verbal and written English communication and soft skills
Excellent customer service skills with skills to empathize with the user
Ability to work well with others, particularly senior level IT and business managers
Ability to establish effective working relationships
Demonstrate ability to be assertive when necessary
Remains calm and focused in stressful situations
Be at ease with communicating both internally and externally at all levels
Adopt a sensitive approach towards confidential information
Act in a proactive rather than reactive manner
Ability to relate to Senior IT staff and business managers, through clear understanding of the Clients business strategy and IT service in place
Working in 24/7 environment and flexibility is required since the operations from our customer is running in different shifts.
**service Desk Profile but the project is tagged under BPS **
** Graduate Fresher with Excellent communication skills(Verbal) and with sound Technical Knowledge can Apply.
** Pilot Process
** International Voice Process
**Rotational Shifts and Rotational week offs
***Interested candidates please forward your CV's on sa00546961@techmahindra.com***
**Please read the JD carefully before applying for the role**
About the Company: Tech Mahindra Limited is an Indian multinational provider of information technology (IT), networking technology solutions and Business Process Outsourcing (BPO) to the telecommunications industry. Tech Mahindra is a US$4.2 billion company with over 117,000 employees across 90 countries. It provides services to customers which include Fortune 500 companies. It is also one of the Fab 50 companies in Asia, a list compiled by Forbes.[4] Tech Mahindra was ranked #5 in India's software services (IT) firms and overall #111 in Fortune India 500 list for 2012.
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