NEC Opportunities Looking For Support Analyst-L1-ECT at Delhi, Delhi Full Time

• Act as a single point of contact for phone calls(Inbound/Outbound) and emails
• Ensuring the best customer experience by providing superior level of customer service and maximum availability at all times
• Log and resolve all incidents, service requests and problems, accurately following the practices defined for each process, including updates to existing tickets
• Diagnose, priorities, troubleshoot and resolve incidents where possible, or escalate where necessary, within Service Levels, following pre-defined processes accurately in an ITIL environment
• Timely and accurate documentation of work performed, to the standard required and using the systems, processes and/or methods specified
• Install, upgrade, configure and deploy software remotely
• Proactively develop knowledge articles to improve the resolution process and increase customer satisfaction in line with Continual Service Improvement strategies
• Meet or exceed all internal KPIs
• 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
• Ability to effectively communicate and build relationships with customers
• Provide a high level of technical and operational support to customers, both external and internal

Core Competencies

• Understand Basic networking LAN/WAN knowledge
• Responsible for Creating knowledgebase articles on cloud base systems
• Act as a single point of contact for phone calls and emails from US/European user regarding telecom equipment related issues and queries
• Fluent in English. Proficiency in US English accent will be added advantage
• Knowledge in H/w equipment set up in is mandatory
• Respond to customer requests via phone and e-mail and alerts in a timely and accurate manner
• Handle end to end ticket flow on Service Now ITSM tool
• Ability to work under highly pressurized environment and can multitask
• Ability to follow defined processes as per customer guidelines
• Escalate complex issues to appropriate teams for resolutions
• Implement application systems, in partnership with IT Solutions personnel
• Investigate and resolve application problems
• Address operational system issues including installing applications and troubleshooting application and system resource based issues
• Understanding of Servers/network, applications and operating system, handheld devices

Professional Experience

Professional work experience and skills relevant to the position

Exceptional Customer Service experience of 2–4 years in retail infrastructure support including the ability to build relationships with customers

Mandatory

• Professional communication skills with the ability to communicate effectively to a diverse audience
• Mandatory
• Effective time management skills and attention to detail and accuracy
• Mandatory
• Ability and willingness to work in a large 24*7*365 Service Desk environment
• Act as a single point of contact for phone calls(Inbound/Outbound) and emails
• Ensuring the best customer experience by providing superior level of customer service and maximum availability at all times
• Log and resolve all incidents, service requests and problems, accurately following the practices defined for each process, including updates to existing tickets
• Diagnose, priorities, troubleshoot and resolve incidents where possible, or escalate where necessary, within Service Levels, following pre-defined processes accurately in an ITIL environment
• Timely and accurate documentation of work performed, to the standard required and using the systems, processes and/or methods specified
• Install, upgrade, configure and deploy software remotely
• Proactively develop knowledge articles to improve the resolution process and increase customer satisfaction in line with Continual Service Improvement strategies
• Meet or exceed all internal KPIs
• 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
• Ability to effectively communicate and build relationships with customers
• Provide a high level of technical and operational support to customers, both external and internal

• Core Competencies

• Understand Basic networking LAN/WAN knowledge
• Responsible for Creating knowledgebase articles on cloud base systems
• Act as a single point of contact for phone calls and emails from US/European user regarding telecom equipment related issues and queries
• Fluent in English. Proficiency in US English accent will be added advantage
• Knowledge in H/w equipment set up in is mandatory
• Respond to customer requests via phone and e-mail and alerts in a timely and accurate manner
• Handle end to end ticket flow on Service Now ITSM tool
• Ability to work under highly pressurized environment and can multitask
• Ability to follow defined processes as per customer guidelines
• Escalate complex issues to appropriate teams for resolutions
• Implement application systems, in partnership with IT Solutions personnel
• Investigate and resolve application problems
• Address operational system issues including installing applications and troubleshooting application and system resource based issues
• Understanding of Servers/network, applications and operating system, handheld devices

• Professional Experience

  Professional work experience and skills relevant to the position

  Exceptional Customer Service experience of 2–4 years in retail infrastructure support including the ability to build relationships with customers

  Mandatory

• Professional communication skills with the ability to communicate effectively to a diverse audience
• Mandatory
• Effective time management skills and attention to detail and accuracy
• Mandatory
• Ability and willingness to work in a large 24*7*365 Service Desk environment