Operations Analyst/Application Support Engineer - SCIKEY

Date Posted: Apr 30, 2021

Job Detail

  • Remote/WFH:
    No
  • Location:
    Pune, Maharashtra, India
  • Company:
  • Type:
    Full Time/Permanent (hiring on behalf)
  • Shift:
    Rotating
  • Career Level:
    Experienced Professional
  • Positions:
  • Experience:
    2 Year
  • Gender:
    No Preference
  • Degree:
    Graduate
  • Apply Before:
    May 10, 2021

Job Description

Primary responsibilities:

  • Deliver 24/5 L1 support (Including Night Shift) for Incident, Problem, Change Management ensuring proactive resolution and root cause analysis of the assigned application incidents/problems within the agreed SLA
  • Provide support to customer on phone or email to diagnose and resolve problems while providing end-user assistance and resolution to issues
  • Handle escalations pertaining to unresolved cases, escalate support requests as necessary following established procedures
  • Troubleshoot appropriately to identify the root cause of the issue and resolve the issue with the user. Continue to build up your knowledge base so that more and more situations are resolved within the Level 1 support organization
  • Maintain a positive rapport with customers while discussing or resolving problem situations
  • Establish and manage a close working relationship with service owner, 2nd level support, 3rd level support
  • Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
  • Manage L1 support priorities, complete tasks on time and with the expected level of quality
  • Participate in the development of process goals and objectives, and identify opportunities for process improvement
  • Ensures end-to-end customer experience and provides a single point-of-contact for the customer

Role Requirement:

  • Effective probing skills to elicit customer information
  • Assure quality of service is delivered within the expected SLA and KPI
  • Strong problem-solving skills
  • Contribute to the overall performance and success of the service
  • Team up with other departments for problem and incident resolution
  • Incident tracking & resolution
  • Act as a team player, actively share knowledge across the team

Benefits

  

Job is expired

Company Overview

SCIKEY is a Digital Platform for Jobs, Work & Business solutions, supported by a Professional Network and an integrated Services Ecosystem. It enables enterprises, businesses, job seekers, freelancers, and gig workers around the world. With its online events, learning & certifications, assessments, ranking & awards, content promotion tools, SaaS solutions for business, a global consulting ecosystem, and more, companies can get the best deals in one place.
'SCIKEY Assured,' a premium managed services offering by SCIKEY, delivers the best outcomes to enterprise customers globally for talent and technology solutions getting delivered offshore, remotely, or on-premise. We are super-proud to be working with some of the world's most iconic Fortune1000 brands.
Better Work. Better Business. Better Life. Better World.