NEC Opportunities Looking for Service Desk Analyst-L1-7 11 1 at Delhi, Delhi Full Time

Primary Accountability

The purpose of this role is to provide Service Desk 1st level customer support for Incident and Service Request resolution to Retail Stores within agreed service levels whilst achieving high customer service and quality standards

Key Accountabilities

Act as a single point of contact for phone calls(Inbound/Outbound) and emails from US user regarding IT/Retail Stores equipment related issues and queries.

Ensuring the best customer experience by providing superior level of customer service and maximum availability at all times

Log and resolve 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

Install, upgrade, configure and deploy software remotely

Proactively develop knowledge articles to improve the resolution process and increase customer satisfaction in line with Continual Service Improvement strategies

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

Core Competencies

Thorough understanding of retail stores equipment’s like, POS, PIN PAD Reader, Printers, MOM (Money order Machines)

Act as a single point of contact for phone calls and emails from US/European user regarding IT/Retail Stores equipment related issues and queries

Fluent in English. Proficiency in US English accent will be added advantage

Knowledge in H/w equipment set up in Retail stores is mandatory

Respond to customer requests via phone and e-mail and alerts in a timely and accurate manner

Handle end to end ticket flow on Service Now ITSM tool

Ability to work under highly pressurized environment and can multitask

Ability to follow defined processes as per customer guidelines

Escalate complex issues to appropriate teams for resolutions

Implement application systems, in partnership with IT Solutions personnel

Investigate and resolve application problems

Address operational system issues including installing applications and troubleshooting application and system resource based issues

Understanding of Servers/network, applications and operating system, handheld devices

Professional Experience

Professional work experience and skills relevant to the position

Exceptional Customer Service experience of 2–4 years in retail infrastructure support including the ability to build relationships with customers

Mandatory

Professional communication skills with the ability to communicate effectively to a diverse audience

Mandatory

Effective time management skills and attention to detail and accuracy

Mandatory

Ability and willingness to work in a large 24*7*365 Service Desk environment

Mandatory

Basic computing & networking skills

Mandatory

Exposure to call routing software and ITSM toolsets preferable (Candidate needs to have experience in working tickets on Service Now, Remedy etc.)

Mandatory

ITIL certification IT Infrastructure Library (ITIL) certification at a foundation level

Preferred

Sufficiently IT literate to make effective use of the applications and systems required to be an effective Service Desk Team Agent

Preferred

2 Years Retail domain professional experience

Preferred