Zensar Technologies | SERVICE DESK- IT Ops Specialist | Across Bharat | 15-03-25 | JobId: 12603

Industry Type:
IT / Software Dev

Job Detail:
Job Description

Service Desk – IT Ops Specialist

Global Service Desk provides 24X7 first line support for any IT related issues for all Marvell users. As IT Ops Specialist you will be part of a dedicated team aimed to provide excellence in Customer Service and efficient Problem-solving by collaborating with other IT teams to resolve complex issues.

Job Description

• Respond to the incidents/issues users report predominantly through Voice Interaction, email, Self-service, chat & remote support.
• Identify, investigate, and diagnose the issue, take necessary action, and resolve or assign the issue to the right assignment group.
• Capture all incidents in the incident tracker tool and assign the cases to the relevant assignment group as per process, ensuring proper documentation.
• Follows the incident life cycle as defined by process, logs the incident with proper priority, categorizes and documents, and performs follow-up on all necessary incidents as defined in process with customer to ensure timely closure.
• Upgrade technical, process and soft skills to achieve client and internal quality scores with CSAT scores, resolution on call and customer service scores.
• Monitor and track incidents to ensure resolution within the customer Service Level Agreement.
• Performs incident notification and escalation to communicate problems/requests/issues effectively and receive proper management attention.
• Create and maintain a knowledge base with solutions to common issues.
• Outage Management – Manage outages efficiently for quicker resolution by opening Bridge call and engaging different resolver teams as needed for quick resolution.

Skills Needed

• Should have good knowledge of Windows Desktop OS, Active Directory, Exchange, O365, Laptop troubleshooting and Unix/Linux OS troubleshooting.
• Certifications in any technology like Unix, Windows Server, Networking would be advantageous.
• Familiarity with ServiceNow tool
• Good Understanding of ITSM process. ITSM certification preferred.
• Excellence in Customer Service and Problem solving.
• Good communication Skill.

Success Factors

• Prioritize customer satisfaction by actively listening to their needs, empathizing with their issues, and providing timely and effective solutions.
• Leverage automation for routine tasks to free up staff time.
• Promote self-service options for users to find answers independently.
• Good team player and able to work independently.

Support Type / Hours

• Predominantly Voice/Chat Interaction support.
• Rotational Night Shifts.
• Rotational Week offs based on business requirements.
• Rotational On-Call during weekends.

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