ACI Worldwide Looking for Service Desk Support Specialist at Pune, Maharashtra Full Time

JOB SUMMARY: Coordinate, diagnose and troubleshoot incoming employee calls. Provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provide case status updates to management and end-users. Support and maintain effective relationships with users. Develop, document, and implement standard operating procedures and customer service guidelines relating to remote IT support.

JOB ACCOUNTABILITIES:
Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security.

Plan and coordinate execution of projects, and work assignments for the Service Desk personnel, ensuring adherence to departmental policy and procedures.

Assist in the development of workflow, processes, goals and policies to continually improve the quality of customer service and technical serviced provided by the Service Desk personnel.

Assist in the standardization of more complex technical procedures to improve efficiency and effectiveness of operations.

Provide dedicated second and third level support to ACI users of IT systems through telephone support, WEB support, and remote-control support.

Develop and coordinate changes or enhancements to Service Desk tool (software) as needed.

Aid in development and implementation of methods to monitor customer service and receiving feedback from customers including but not limited to monitoring of support calls.

Participate in researching and implementing support call reduction plan by monitoring and reporting call volume.

MINIMUM JOB REQUIREMENTS:
High School Diploma and/or equivalent experience.

2-3 years IT customer support experience in a corporate environment or a similar role. ( voice support preferred )

Deliver a high-quality customer focused service through maintaining availability of services to IT customers.

Ensure that on a day-to-day basis the computing requirements for all ACI associates are met.

To develop a customer driven culture.

To provide accurate information through use of Ticketing Tool.

Skills Required:
2-3 Years of Service Desk Support Experience or a similar role.

Considerable knowledge of most current released version or its most immediate predecessor of the following: Windows Operating system. Mac OS ( desirable )

Basic networking troubleshooting skills, well versed with basic networking commands. ping, ipconfig, flushdns, tracert etc.

Troubleshooting knowledge of Microsoft Defender or any latest antivirus, VPN ( Cisco Anyconnect preferred) , knowledge of VDI infrastructure, Active Directory.

Working knowledge of software support in corporate environment, installing / uninstalling corporate software’s.

Knowledge of Outlook and Office 365 application suite.

Basic knowledge of any meeting and IM application. WebEx ( preferred )

Microsoft certified professional (desirable)

ACI Worldwide is a global leader in mission-critical, real-time payments software . Our proven, secure and scalable software solutions enable leading corporations, fintechs and financial disruptors to process and manage digital payments , power omni-commerce payments , present and process bill payments , and manage fraud and risk . We combine our global footprint with a local presence to drive the real-time digital transformation of payments and commerce.