All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.
Role Overview
Educational Qualifications. Graduate / Undergraduate
Preferred Skills. Troubleshoot, ITIL, ITSM, BSOD, ServiceNow, Active Directory/ MS Outlook/ MS Suite / MS Office
Work Experience – Essential
- Minimum 6 months of experience in a similar role.
- ITIL Foundation certification.
- Experience working in a 24/7 environment.
Experience – Desirable
- 1 year or more experience in a similar role.
- Desktop support and application support experience.
- Exposure to ITSM ticketing tools.
Basic Requirements
- Strong knowledge of Service Desk operations with excellent written and oral communication skills.
- Previous experience in an International Voice Process background.
- Proficiency in Desktop support, application support, AD & Workstation issues.
Key Responsibilities
- Provide Voice and Email technical support adhering to ITIL Incident Management process.
- Manage ticket lifecycle from logging to closure, ensuring customer satisfaction.
- Take ownership of calls and tickets, driving resolution and maintaining communication with customers.
- Collaborate with vendors, client problem management team, and other departments as necessary.
- Proactively monitor and escalate issues as required.
- Troubleshoot various technical issues including application support, printers, VPN software, collaboration tools, password reset tools, remote control tools, MS Windows & Office, desktops, laptops, peripherals, and networking.
Knowledge & Skills
- Accredited certifications in PC, mobile devices, laptops, operating systems, and printers maintenance.
- Preferred certifications: CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), CompTIA PDI+, Microsoft Office Specialist (MOS), ITIL Help Desk Institute – Analyst.
- Proficiency in Mac OSx is a plus.
- Excellent verbal and written communication skills.
To Apply
Please email your resume along with your current CTC details to [email protected].
Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin, or disability.