ValueLabs Looking for Immediate joiner : Application Support / Production support: Valuelabs : [...]

ValueLabs; Hyderabad; On-site; INR 1,00,000 - 4,50,000; Full time

Job summary

An established industry player is seeking dedicated help desk support professionals to join their dynamic team. In this role, you will provide vital assistance via phone, chat, and web support, ensuring that all end-users receive timely and effective solutions. Your expertise in ServiceNow and ITIL fundamentals will be crucial as you navigate troubleshooting and incident management. This position offers an exciting opportunity to be part of a collaborative environment where your contributions directly impact customer satisfaction and service excellence. If you are passionate about technology and customer service, this role is perfect for you.

Qualifications

• Experience in providing help desk support and troubleshooting.
• Familiarity with ServiceNow and ITIL fundamentals is essential.

Responsibilities

• Provide help desk services and support for desktop and portable computing platforms.
• Monitor and escalate incidents and service requests from end-users.

Skills

Phone Support

Chat Support

Web Support

ServiceNow

ITIL Fundamentals

Signature Service

MSSQL

Tools

Remote Access Management

Job description

PFB Job Description

• Phone, Chat & Web support • ServiceNow • ITIL Fundamentals • Signature Service • MSSQL.

Roles and Responsibilities:

1. Understand Master Control’s business & its customers, and respond appropriately.
2. Provide help desk services to all end-users and for all desktop & portable computing platforms.
3. Provide help desk support to end-users and communicate in the appropriate language using terms that are clearly understood by the end-users and consistent with those used by Master Control.
4. Provide help desk support using tools mandated by Master Control and processes defined by Master Control.
5. Monitor and escalate the incidents from the end-users relating to the Master Control’s environment and services.
6. Monitor and escalate end-user service requests for all IT services under service fulfilment and change management.
7. Provide phone, ServiceNow, and chat support. Technical support – L1 (access, navigation, troubleshooting, security).
8. Troubleshooting through remote access management.
9. Ticket/incident classification, prioritization, and escalation.