Customer Services Senior Engineer-Service Support

Minimum Qualifications

1. 2-4 years of experience as a Service Desk Analyst
2. ITIL V3/V4 certification
3. Flexible to work in 24x7 environment
4. Excellent communication skills (written & verbal)
5. Hands-on experience with ITSM tools
6. Strong attention to detail
7. Excellent Microsoft Office (Outlook Word and Excel) and Power BI skills
8. Data manipulation and analytical skills
9. Ability to work without daily management supervision
10. Team player with a positive can-do attitude
11. Strong organizational skills and ability to prioritize
12. Willingness to work in a flexible work pattern and shifts
13. Self-motivated with a commitment to achieving results

What you will do

1. Incident Management:
2. Receive and log incident reports from internal and external customers.
3. Analyze and resolve technical issues promptly and efficiently.

1. Escalation Management
2. Escalate incidents as necessary ensuring timely resolution.
3. Support Incident Management team for managing/driving Out of hours incidents.

1. Customer Support:
2. Provide excellent customer service establishing rapport with users and stakeholders.
3. Keep customers informed of incident progress and resolution timelines.
4. Demonstrate effective communication skills both written and verbal.

1. Technical Expertise:
2. Utilize hands-on experience with ITSM tools for incident tracking and resolution.
3. Manipulate and analyze data to identify trends and patterns.
4. Collaborate with technical teams to troubleshoot and resolve complex issues.

1. Documentation:
2. Prepare clear and concise documentation for incident reports and resolutions.
3. Create user-friendly guides and knowledge base articles.

1. Communication and Collaboration:
2. Communicate technical concepts in user-friendly language.
3. Collaborate with cross-functional teams to address and resolve technical issues.
4. Participate in team meetings and contribute to continuous improvement initiatives.

1. Process Management:
2. Follow established processes and procedures for incident resolution.
3. Identify opportunities for process improvement and suggest enhancements.

1. Customer Relationship Management:
2. Build and maintain strong customer relationships.
3. Proactively identify and address customer needs and concerns.

1. Organizational Skills:
2. Prioritize and manage multiple requests in a fast-paced environment.
3. Pay strong attention to detail in all aspects of work.

1. Flexibility and Shift Work:
2. Willingness to work in a flexible schedule including shifts.
3. Ability to adapt to changing work patterns and demands.

1. Self-Motivation:
2.  Work independently with minimal supervision.
3.  Demonstrate a proactive and results-oriented approach.

Total Experience Expected: 02-04 years

Qualifications :

1. 2-4 years of experience as a Service Desk Analyst
2. ITIL V3/V4 certification
3. Flexible to work in 24x7 environment
4. Excellent communication skills (written & verbal)
5. Hands-on experience with ITSM tools
6. Strong attention to detail
7. Excellent Microsoft Office (Outlook Word and Excel) and Power BI skills
8. Data manipulation and analytical skills
9. Ability to work without daily management supervision
10. Team player with a positive can-do attitude
11. Strong organizational skills and ability to prioritize
12. Willingness to work in a flexible work pattern and shifts
13. Self-motivated with a commitment to achieving results

Additional Information :

At our organization we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.

Remote Work :

No

Employment Type :

Full-time