NEC Opportunities Hiring for Service Desk Analyst-L2-7 11 1 at New Delhi Full Time

Primary Accountability

• The purpose of this role is to provide 2nd level customer support for Incident and Service Request resolution to RETAIL STORES within agreed service levels whilst achieving high customer service and quality standards

Key Accountabilities

• Diagnosing, troubleshooting, and developing new solutions that solve the root cause of customer problems in tickets elevated from our L1 support team and high focus on SLA management and ensuring SLAs are achieved
• Expert in Retail Stores functioning, end to end retail domain knowledge, retail equipment likes POS, PIN PAD readers, Money Order Machines, Retail Stores IT infra etc.
• Writing step-by-step processes and ticket updates to customers using clear and concise English for resolution and followed troubleshooting steps
• Learning new products quickly and effectively
• Maintain technical and product knowledge and expertise, through research and self-development to ensure support remains efficient, effective and relevant to the business needs of the customer
• Mentoring the L1 engineers and helping them to manage tickets in terms of technical troubleshooting
• Ensuring the best customer experience by providing superior level of customer service and maximum availability at all times
• Follow best practices defined for each process, including updates to existing tickets
• Diagnose, prioritise, troubleshoot and resolve incidents where possible, or escalate where necessary, within Service Levels, following pre-defined processes accurately in an ITIL environment
• Quality updates, Timely and accurate documentation of work performed on the issues/incidents
• Proactively development of knowledge base(KB) articles to improve the resolution process and increase customer satisfaction in line with Continual Service Improvement strategies
• Meet or exceed all internal KPIs
• Ability to effectively communicate and build relationships with customers
• Provide a high level of technical and operational support to customers, both external and internal
• Assist L1 team in case of any support needed by them

Core Competencies

• Providing an advanced level of technical and operational support to customers
• Respond to customer requests via phone and e-mail in a timely and accurate manner
• Ability to work under highly pressurized environment
• Ability to recognise in a timely fashion when resolution of an issue cannot be attained within agreed targets and that there is a requirement to escalate
• Ability to follow defined processes as per Implemented guidelines
• Escalate complex issues and bugs to appropriate teams for resolutions
• Implement application systems, in partnership with IT Solutions personnel
• Investigate and resolve unknown application problems with the help of vendors
• Address operational system issues including installing applications and troubleshooting application and system resource based issues
• Analyse system logs/Memory Dumps/Application logs and identify potential issues and troubleshoot for quick resolution
• Hands-on experience on the multiple operating systems and good in the OS log analysis
• Understanding of DNS, DHCP, Active Directory, TCP/IP, SSL etc.
• Should good in network related understanding and troubleshooting
• Should be comfortable executing batch scripts on Power Shell and Windows batch
• Escalate/Audit any unnecessary escalations cases passed on with incomplete T.S done
• Regularly update/Modify KMDB

Professional Experience

Professional work experience and skills relevant to the position