Work Location: Pune/ Hyderabad

Work Expeirence: 5+ yrs

Band: E2

Job description:

1. Total : 3 - 4 years’ experience in Help Desk, Information Management, or Customer Service delivery field
2. Relevant : 1-2 years of supervisory experience in managing technical Service desk or technical call center
3. Provide technical expertise to the Service desk team
4. Act as technical liaison between Service desk and IM support groups
5. Maintain technical skill continuity and consistency of Service desk staff
6. Ensure continuous improvement of services provided by the Service desk
7. Provide telephone support to customer end users
8. Provide Problem Management System support activities
9. Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD
10. Includes preparation of Service desk staff to support new technology
11. Maintain skills inventory of Service desk analysts and Work Request coordinators:
12. Evaluate technical skills
13. Develop and maintain Training Plan
14. Liaison between Service desk and other groups on technical support issues:
15. Proactively work with other groups on normal process support issues
16. Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
17. Update, organize, create an easy electronic access to all Service desk documentation, including manuals, scripts, processes, process flow charts
18. Notification Escalation list, Service desk weekly schedule, support documentation, etc.
19. Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool.
20. Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.
21. Develop processes to streamline the daily functioning of the Service desk including:
    1. Work distribution
    2. Monitoring phone queue and email box
    3. User follow-up
    4. Closing tickets
    5. Maintaining front end message
    6. Work closely with Service desk manager to implement technical action items related to the
    7. Service desk
    8. Assist Service desk manager in analyzing Service desk group and individual statistics:
    9. Ensure implementation of BOP (Best Operating Practices) in the Service desk
    10. Establish communication link with other zones relative to technical and support environment
    11. Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.
    12. Manage small Service desk related projects.
    13. Backup Service desk Manager when Service desk Manager is out.
    14. Documentation of Service desk processes
    15. Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users
    16. Route problems to internal IM support staff
    17. Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution
    18. Administer and provide User Access and Exit controls
    19. Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention'
    20. Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management

Must Have’s:

1. Phone support experience necessary.
2. Technical Service desk or technical call center experience is necessary.
3. Disciplined, systematic problem solving skills required.
4. Hands-on work experience with the following:
   1. Windows Operating systems
   2. Clients: Windows 10, Windows7, Windows Vista, Windows XP, Windows 2000
   3. Knowledge of Active Directory, Exchange 2003/2007
   4. ITSM ticketing tools such as ServiceNow, Remedy, HP Service Center, Peregrine Service Center
   5. User account creation for Active Directory, Exchange Mailboxes, Distribution lists
   6. Remote desktop connectivity applications like SCCM,Teams, Bomgar, WebEx, Live Meeting, and Windows Native tools.
   7. MS Office Suite (XP, 2003, 2007, O365): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
   8. Internet browsers (e.g. Explorer, Edge, Chrome, Firefox),
   9. VPN and remote dial-in users
   10. Support for laptop, desktops, and printers
   11. PDA, iPhone, Android and blackberry support
   12. Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
5. Excellent communication and conversation skills (Verbal and Written)
6. Good documentation skills
7. Good working knowledge of MS OFFICE (Including MS Project and Visio)
8. Should have a great customer handling skills
9. Able to handle unforeseen situations
10. High level of acceptance
11. Can drive Company's value and its methodology
12. Ability to successfully provide hardware/software/network problem analysis and resolution
13. support over the phone
14. Personal dedication to providing high quality, superior service at all times. Ability to finish what
15. is started is a must.
16. Ability to integrate as a cross-functional, team player in a fast-paced environment where all
17. information is shared.
18. Ability to learn new information quickly and the willingness to do so at all times.
19. Ability to work flexible hours from time to time to cover for other Service desk staff and to be on
20. call via pager during the week.

Good to Have:

1. Demonstrates knowledge on Quality Management Program.
2. Preferred MCP/MSCE/MSCA/MCITP or HDI CSS
3. ITIL knowledge of V2 or V3 or V4 especially on Service Desk, Incident, Problem, and Change Management preferred

About us:

At Cloudely, we work with a single mission: Transform the way clients experience Product & Implementation, Development, and Support. Growth is a journey and never a destination. We are constantly thriving to grow in gaining the trust of clients globally in offering services across Salesforce, Oracle, Robotic Process Automation, DevOps, Web, and Mobile Programming to name a few. And we are just getting started!

We have fabulous opportunities for you to grow along with us! 

At Cloudely, you will get what you are looking for: the scope to learn, prove and grow. 

The way to your dream job and organization is just a click away.

Share your resume at [email protected]. To know more about us, please visit www.cloudely.com.