Customer Support Analyst

Gemini Consulting & Services; Hyderabad; On-site; INR 350,000 - 520,000; Full time

Job summary

Gemini Consulting & Services in Hyderabad seeks an IT support professional to handle ACD calls and coordinate major incidents. You will liaise with onshore SPOCs and internal teams, ensuring clear communication and timely resolutions.

Responsibilities include decommissioning laptops with data security, mentoring junior staff, and maintaining accurate incident records while meeting SLAs using ServiceNow and related ITSM tools.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 2-4 years of customer or technical support experience.
• Strong communication written and verbal.
• Experience with ITSM and ServiceNow.

Responsibilities

• Handle ACD calls, prioritize and upscale as needed.
• Serve as the communications coordinator for major incidents, liaising with teams.
• Communicate incident updates and resolutions to stakeholders.
• Manage the decommissioning of laptop desktops with data security.
• Provide technical guidance to junior staff and document incidents.

Skills

ACD calls handling

Incident coordination

IT asset decommissioning

Technical support (voice & email)

ServiceNow familiarity

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

ITSM tools

Job description

• Experience in handling ACD (Automatic Call Distribution) calls efficiently.
• Proficiency in coordinating Major incidents and ensuring timely resolution.
• Ability to manage the Decommissioning process of laptop desktops effectively.

Preferred:

• Certification or training in customer service or IT support.
• Experience in working with ticketing systems and incident management tools.
• Strong communication skills and the ability to work well under pressure.
• Required Skills and Other Details:

Responsibilities:

• Handle ACD calls, prioritize, and upscale as necessary.
• Serve as the communications coordinator for major incidents, liaising with onshore primary SPOCs and internal teams. ensuring proper communication and resolution.
• Communicate incident updates and resolutions to stakeholders, ensuring transparency and clarity throughout the incident management process.
• Manage the Decommissioning process of laptop desktops, including data security measures.
• Provide technical support and guidance to junior support staff.
• Maintain accurate records of incidents, resolutions, and customer interactions.
• Assess ServiceNow tickets, prioritize based on severity and impact, and triage as needed.
• Collaborate with internal teams to resolve tickets within defined SLAs.

Qualifications:

• Bachelor’s degree in a relevant field or equivalent work experience.
• 2-4 years of experience in customer support or technical support roles.
• Proficiency in providing technical support via voice calls, email, and web-based channels.
• Strong understanding of ITSM processes and familiarity with ServiceNow and other relevant tools.
• Experience with IT asset decommissioning processes.
• Excellent communication skills, both verbal and written.
• Ability to prioritize tasks and manage multiple responsibilities effectively.
• Customer-focused mindset with a dedication to providing exceptional service.

Soft Skills:

• Excellent interpersonal skills and a customer-centric approach.
• Ability to work independently and as part of a team.

Strong organizational skills and the ability to multitask effectively.

Required Skills

Time management Service Desk Ticket Documentation Team Coordination