IDOX plc Hiring for Cloud Services Associate at Pune Full Time

About the role

The job of a Cloud Services Associate is essential to Idox, the role exists to provide excellent customer service to all internal and external customers using our Cloud services. Working in a fast growing team, you will be part of a team providing the first point of contact for all cloud service-related internal and external customer support queries. You will process all incoming support calls and change requests ensuring all key information is logged accurately before using your technical skills to resolve and provide the first fix or assign the call as appropriate.

This role is ideal for a bright person with confidence, clear thinking and an aptitude for technology. We are hoping you can bring a practical hands-on knowledge of IT and a positive outlook and a willingness to learn. In return, you will receive on-the-job coaching in a wide range of technologies and will be encouraged to stretch yourself professionally. The role with be awarded strictly on merit and we hope to meet some forward-thinking candidates. Idox offers active mentoring and a sustainable work/life balance.

Key Responsibilities

A Cloud Services Associate will respond to and assist our customers, and resolve issues flagged by the Infrastructure Monitoring system in order to maintain uninterrupted service to our amazing customers. You will use your initiative and innovation skills to put in place permanent fixes and changes to procedures to provide continual improvement to the customer experience. Your role will have a broad set of responsibilities including:

Front Line Support

• Provide front-line support to customers and internal staff in relation to managed service incidents, service requests and change requests
• Resolve support calls where possible as first-line support, in accordance with agreed SLAs
• React to alerts in the Infrastructure monitoring system by either resolving issues directly or allocating them to appropriate team members

Call Resolution

• Attempt first-fix on incidents where this is possible before assigning incidents to others, building a knowledge base to grow first-fix capability
• Design and create fixes and procedure changes that prevent the reoccurrence of issues, leading to better efficiency and improved customer experience.

Reporting

• Use technical solutions to analyse platform use/logs and suggest enhancements
• Assist with the gathering of statistics for both internal and customer reporting

Product Awareness

• Develop and maintain up-to-date knowledge of the Company’s products as well as platform technologies in order to answer customer’s operational enquiries General Responsibilities
• Ensure all direct contact with customers is carried out in a professional and courteous manner, ensuring the company’s image is maintained to a high standard Escalate any issues likely to result in the failure to complete a task to line management.
• Implementation and review of procedures: ensure that all procedures within the area of responsibility are fully documented, regularly reviewed and consistently adopted.

To be successful, you’ll need to bring:

• Previous experience working in an IT or application support environment  Discipline, organisation and self-motivation
• Passion for technology and keen to learn new IT skills.
• Good customer service and communication skills
• A good working knowledge of MS Operating Systems Additional desirable skills: Experience with helpdesk tools within an ITIL environment
• Experience with relational databases such as Microsoft SQL Server
• Basic Microsoft Windows administrative skills including Active Directory User Administration
• Basics of understanding of data centres, virtualised environments and their administration through VMWare.
• An appreciation of Citrix and how it is used.

About Idox

Our specialist software solutions power the performance of government and industry, driving productivity and a better experience for everyone. Built around the user and designed in collaboration with experts who have worked through every detail of every process from end-to-end, our hard-working process engines deliver exceptional functionality and embed workflows that drive efficiency and best practice with a long-term focus for regulated environments. Through the automation of tasks, the simplification of complex operations, finding scalability as operations evolve, and more effective management of information, we help our customers harness the power of Digital, so they can do more. We employ around 600 staff in the UK and worldwide, including Europe, North America and Asia, so some travel to meet colleagues may be required.

Job Types: Full-time, Regular / Permanent

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Day shift
• Monday to Friday

Application Deadline: 21/03/2023
Expected Start Date: 28/03/2023