Nuance Hiring for Global IT Support Senior Analyst at Pune, India Full Time

Qualification: College graduate / Bachelor’s Degree Holder or equivalent experience

Years of Experience :3-5 years practical hands-on experience working in a service desk.

Required Skills: A Microsoft or HDI or Comptia or ITIL certification required

Job Responsibilities:

• Supervise workflow of local Pune Service Desk Agents

• Provide comprehensive Level1 phone support for the efficient resolution of technology problems and requests across the global organization

• Responsible for escalating/transferring issues to appropriate Tier 2/3 support and other internal and external IT support groups

• Assist Sr IT Manager and coordinate with other IT functions to ensure appropriate communication with end-users reporting issues

• Provide recommendations and feedback to Sr IT Manager regarding efficency improvements

• Provide technical advice, guidance and informal training to end-users of hardware and software programs

• Responsible for meeting the key performance metrics associated with Help Desk service provided

• Escalating/transfer issues to appropriate Tier 2/3 support and other IT support groups as needed

• Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions. Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.

• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.

• Communication skills, fluent in English both spoken and written

• Customer service skills: Ability to understand and empathize with customer concerns/issues remaining committed to providing quality results. Positive service attitude.

• Decision making skills: Apply to apply discretion resulting in appropriate/desired resolutions.

• Strong troubleshooting skills: Ability to analyze issues and assist in determining root cause and appropriate solutions. High degree of problem solving.Strong technical skills: Capable of learning, understanding and communicating technical information.

• Strong knowledge of standard Microsoft OS and desktop products, VPN & Remote Access, desktop network connectivity & account administration, desktop hardware and peripherals

  Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

Nuance Communications (http://www.nuance.com/) , Inc. (Nuance) is a technology pioneer with market leadership in conversational AI and ambient intelligence. A full-service partner trusted by 77 percent of U.S. hospitals and 85 percent of the Fortune 100 companies worldwide, Nuance creates intuitive solutions that amplify people’s ability to help others.

We’ve pioneered speech technologies, natural language understanding, and machine learning for more than 20 years – and have 3000+ patents to prove it. When you join Nuance, you become part of our mission to positively transform the way people, work, connect, and interact. We are a trusted, full-service partner to the world’s leading financial, healthcare, telecommunications, retail, and government organizations, who rely on us to deliver transformative outcomes that help them push the boundaries of what’s possible.

Check out our team Life at Nuance (https://www.nuance.com/about-us/careers/life-at-nuance.html) !