CBTS TECHNOLOGY SOLUTIONS LLC Looking for Service Desk Analyst I at Chennai, Tamil Nadu

CBTS TECHNOLOGY SOLUTIONS LLC; Chennai; On-site; INR 3,00,000 - 6,00,000; Full time

Job summary

An established industry player is seeking a dedicated individual to join their dynamic Service Desk Operations Center. This role is pivotal in providing exceptional customer service and technical support for a variety of business products. You will monitor and control network operations, respond to alarms, and ensure the integrity of customer network devices. With a focus on meeting service level agreements, you will engage with customers through various channels and collaborate with engineering teams for seamless incident management. If you have a passion for IT and a desire to grow in a supportive environment, this opportunity is perfect for you.

Qualifications

• Ein Jahr Erfahrung im technischen Support erforderlich.
• ITIL-Zertifizierung und Kenntnisse in Netzwerkgeräten bevorzugt.

Responsibilities

• Überwachung und Kontrolle der Netzwerke und Server.
• Bearbeitung von Kundenanfragen und Alarmbenachrichtigungen.
• Aktualisierung und Pflege von Aufzeichnungen im Monitoring-System.

Skills

Kundenservice

Technischer Support

ITIL Grundlagen

Kommunikationsfähigkeiten

Detailgenauigkeit

Netzwerkbetrieb

Education

High School Diploma

Vocational/Technical School Training

ITIL Foundations Certification

A+/Network Plus/CCENT

Tools

Windows Betriebssysteme

Office-Anwendungen

ServiceNow

Job description

Job Purpose

This position is responsible for customer service and technical support for all business products supported out of the CBTS Service Desk Operations Center. This operational position requires the analyst to be responsible for the surveillance and control of the enterprise Service Desk Operations Center monitoring system. Responsibilities will include but not be limited to responding to any auto-generated alarm incidents ensuring the integrity of customer network devices, monitoring, evaluating, and responding/triggering incidents based on alarms in the monitoring system ensuring the integrity of customer network devices, triggering incidents or service requests based on customer emails to shared inboxes and/or Call Records, handling Level 1 incident troubleshooting, handling customer engagement via the CBTS Service Management Tool, and transitioning incident and service request support to CBTS Service Desk II Analysts and/or CBTS Engineering Teams. The support provided must be conducted in a manner that meets and/or exceeds agreed upon Service Level Agreements (SLAs) defined within customers statements of work and corporate T&Cs, that is procedurally compliant, and that ensures data integrity and detailed recording of information in tickets.

Essential Functions

1. Responsible for the surveillance and control of both internal and customer networks and servers, monitors/evaluates/responds to alarms in the enterprise Service Desk Operations Center monitoring system, responds to auto-generated alarm incidents, and timely notification to customers, Service Desk, and/or Engineering when an issue exists (50%)
2. Service Desk Engineering Escalation and Tracking (20%)
3. Responsible for handling emails and Call Records from customers requesting changes or notification of problems (10%)
4. Update and maintain records in the monitoring systems necessary to the operation of the Service Desk (10%)
5. Other duties as assigned (10%)

Experience/Background

One Year of Experience in a Technical Support Environment

Education

1. High School Diploma Required
2. Vocational/Technical School Specialized Training Required
3. ITIL Foundations Certification Required
4. A+/Network Plus/CCENT Preferred (CCNA Desired)

Special Knowledge/Skills

1. Excellent written and oral communication skills
2. Excellent reading and comprehension skills
3. Excellent customer service skills
4. Attention to detail
5. Solid understanding of IT Fundamentals
6. Working Knowledge of Network Operations Centers and Managed Services Support Models
7. Working Knowledge of Network Devices and ITIL Methodologies
8. Familiar with applications including but not limited to Windows operating systems, Office applications, Outlook, Sharepoint, and ServiceNow
9. Demonstrated desire to learn and grow in the IT field
10. Ability to collaborate in a team environment while being responsible for individual performance goals

Supervisory Responsibilities

No Supervisory Responsibilities

Miscellaneous

The Service Desk Operations Center is a 24x7x365 organization; therefore shift work is required. Upon hire, the shift will be assigned which may include weekend coverage; however this assignment can change based on needs of the business. Holiday coverage is expected in this position; however management is involved to negotiate coverage with staff.

Requires extended periods of time in front of a PC monitor.