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Company Name : NEC Opportunities
Location : Delhi, Delhi
Position : Service Desk Analyst-L1-7 11
Job Description : Primary Accountability
The purpose of this role is to provide Service Desk 1st level customer support for Incident and Service Request resolution to Retail Stores within agreed service levels whilst achieving high customer service and quality standards
Key Accountabilities
Act as a single point of contact for phone calls(Inbound/Outbound) and emails from US user regarding IT/Retail Stores equipment related issues and queries.
Ensuring the best customer experience by providing superior level of customer service and maximum availability at all times
Log and resolve all incidents, service requests and problems, accurately following the practices defined for each process, including updates to existing tickets
Diagnose, prioritise, troubleshoot and resolve incidents where possible, or escalate where necessary, within Service Levels, following pre-defined processes accurately in an ITIL environment
Timely and accurate documentation of work performed, to the standard required and using the systems, processes and/or methods specified
Install, upgrade, configure and deploy software remotely
Proactively develop knowledge articles to improve the resolution process and increase customer satisfaction in line with Continual Service Improvement strategies
Meet or exceed all internal KPIs
Maintain technical and product knowledge and expertise, through research and self-development to ensure support remains efficient, effective and relevant to the business needs of the customer
Ability to effectively communicate and build relationships with customers
Provide a high level of technical and operational support to customers, both external and internal
Core Competencies
Thorough understanding of retail stores equipment’s like, POS, PIN PAD Reader, Printers, MOM (Money order Machines)
Act as a single point of contact for phone calls and emails from US/European user regarding IT/Retail Stores equipment related issues and queries
Fluent in English. Proficiency in US English accent will be added advantage
Knowledge in H/w equipment set up in Retail stores is mandatory
Respond to customer requests via phone and e-mail and alerts in a timely and accurate manner
Handle end to end ticket flow on Service Now ITSM tool
Ability to work under highly pressurized environment and can multitask
Ability to follow defined processes as per customer guidelines
Escalate complex issues to appropriate teams for resolutions
Implement application systems, in partnership with IT Solutions personnel
Investigate and resolve application problems
Address operational system issues including installing applications and troubleshooting application and system resource based issues
Understanding of Servers/network, applications and operating system, handheld devices
Professional Experience
Professional work experience and skills relevant to the position
Exceptional Customer Service experience of 2–4 years in retail infrastructure support including the ability to build relationships with customers
Mandatory
Professional communication skills with the ability to communicate effectively to a diverse audience
Mandatory
Effective time management skills and attention to detail and accuracy
Mandatory
Ability and willingness to work in a large 24*7*365 Service Desk environment
Mandatory
Basic computing & networking skills
Mandatory
Exposure to call routing software and ITSM toolsets preferable (Candidate needs to have experience in working tickets on Service Now, Remedy etc.)
Mandatory
ITIL certification IT Infrastructure Library (ITIL) certification at a foundation level
Preferred
Sufficiently IT literate to make effective use of the applications and systems required to be an effective Service Desk Team Agent
Preferred
2 Years Retail domain professional experience
Preferred
This post is listed Under Delhi jobs
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