At Kroll, your work will help deliver clarity to our clients’ most complex governance, risk, and transparency challenges. Apply now to join One team, One Kroll.
Responsibilities:
Work on escalation tickets not resolved by level 1
Preferred knowledge of troubleshooting application issue and isolation to escalate appropriately
Provide first level technical assistance electronically and via phone,chat and email
Scale up knowledge with the latest policies and process
Work to improve first contact resolution and customer satisfaction
Support the company’s content management and file sharing application
Assign and maintain user access to the file sharing application
Initiate and complete onboarding and offboarding activities for all new hires and exits
Provide training on functionalities and capabilities of the File sharing application
Identify potential issues and Troubleshoot application related issues
Identify and escalate situations requiring urgent attention
Work with the vendor directly to resolve issues
Act as a single point of contact for users
Escalate recurring problems to the Service Desk Leads
Follow up with end users to provide status updates as per Service Level guidelines
Support end users with their use of all Internal applications
Log all incidents and requests in the ITSM tool
Identify new issues and contribute to Knowledge Base development stay current with system information, changes and updates
Adhere to the documented policies and procedures
Requirements:
Ability and willingness to work in a 24*7*365 environment
Excellent communication skills
Strong customer service skills
2-3 years of experience with Active Directory and Exchange
2-3 years of experience with using and support Files sharing applications
Candidates must have minimum of 2-3 years of experience in IT Helpdesk environment
Experience working in Service Desk environment with exposure to IT incident management software
Basic knowledge of User and Security groups in Active Directory management
Ability to manage confidential, sensitive information
Qualifications:
Engineering, Bachelor’s Degree preferred
Proficiency in English. Bilingual preferred (Good knowledge of Spanish/Italian/German/Japanese)
An ITIL qualification is preferable but not essential
Sound understanding on customer support, operations and processes
Any professional technical certification will be an added advantage
Engineering, Bachelor’s Degree preferred
In order to be considered for a position, you must formally apply via careers.kroll.com.
Kroll is committed to equal opportunity and diversity, and recruits people based on merit.
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