Nuance Looking for Global IT Support Senior Analyst at Pune, Maharashtra Full Time

Qualification: College graduate / Bachelor’s Degree Holder or equivalent experience

Years of Experience :3-5 years practical hands-on experience working in a service desk.

Required Skills: A Microsoft or HDI or Comptia or ITIL certification required

Job Responsibilities:
Supervise workflow of local Pune Service Desk Agents

Provide comprehensive Level1 phone support for the efficient resolution of technology problems and requests across the global organization

Responsible for escalating/transferring issues to appropriate Tier 2/3 support and other internal and external IT support groups

Assist Sr IT Manager and coordinate with other IT functions to ensure appropriate communication with end-users reporting issues

Provide recommendations and feedback to Sr IT Manager regarding efficency improvements

Provide technical advice, guidance and informal training to end-users of hardware and software programs

Responsible for meeting the key performance metrics associated with Help Desk service provided

Escalating/transfer issues to appropriate Tier 2/3 support and other IT support groups as needed

Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions. Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.

Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.

Communication skills, fluent in English both spoken and written

Customer service skills: Ability to understand and empathize with customer concerns/issues remaining committed to providing quality results. Positive service attitude.

Decision making skills: Apply to apply discretion resulting in appropriate/desired resolutions.

Strong troubleshooting skills: Ability to analyze issues and assist in determining root cause and appropriate solutions. High degree of problem solving.Strong technical skills: Capable of learning, understanding and communicating technical information.

Strong knowledge of standard Microsoft OS and desktop products, VPN & Remote Access, desktop network connectivity & account administration, desktop hardware and peripherals

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries,

bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically

challenging work environment. Join our dynamic, entrepreneurial team and become part of our

continuing success.