Associate Support Engineer - IT Service Desk

Associate Support Engineer

Job Title: Executive- L1 Support

Organization Name: NEC Corporation India Pvt Ltd.

Reporting Relationship: project Manager

 

Role Summary: The purpose of this role is to provide Service Desk 1st level Technical Support for Incident and Service Request resolution to ICT customers within agreed service levels whilst achieving high customer service and quality standards.

 

Responsibilities:

• Ensuring the best customer experience by providing superior level of customer service and maximum availability at all times
• Log all incidents, service requests and problems, accurately following the 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
• Timely and accurate documentation of work performed, to the standard required and using the systems, processes and/or methods specified. 
• Proactively develop knowledge articles to improve the resolution process and increase customer satisfaction in line with continual service improvement strategies

 

Prerequisites:

• Any Graduate with 0-6 months of experience.
• 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.
• Excellent and Effective verbal and written communication skills in English Language.
• Ability to work effectively in a team environment Pleasant, professional, and courteous personality skills.

 

Base Location: - Noida, but flexible to Travel.

Experience Level

Mid Level