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1-3 Years of L1 Support Product

Required Skills:  PL/SQL
Location:  Chennai
Employment Type:  Permanent
Experience:  1-3 yrs.
validThrough:  04-10-2017
Job Description: 

Designation : Service Desk Analyst Duties and responsibilities: Responsibilities  Serve as the single point of contact for Global Clients and subsidiaries  Primary responsibility is support and customer service. Being present and  available to clients requiring technical assistance  Log all Incident/Service Request, allocating categorization and prioritization codes  Collaborate with Client & Support teams to ensure customer queries are duly addressed  Responsible for monitoring, operating, troubleshooting and restoring the service  Escalate issues and involve SME’s wherever required in order to resolve the issues  Become familiar with each client and their respective applications  Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures  Respond to questions from all emails and callers  Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software  Perform post-resolution follow ups for all incidents/problem requests  Work in different shifts round the clock, 24X7 & adhoc support over the week-off  Extraction of relevant MIS and document known issues Qualification  2+ years of experience in L1 application/production support, Business Service Desk for payment/banking solutions  Familiar with the principles of ITIL and SLA Management  Should have exceptional verbal and written communication skills  Should have exceptional interpersonal skills, with focus on listening & questioning skills  Incident Management experience – Managing incidents including business expectations and communication  Having working experience in Unix,MSSQL, Oracle 9i/10g/11g, MySQL is preferable  BSc/MCA or relevant technical discipline required


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