[Hiring] Specialist - Global Service Desk @Everise(India) BPO Services Private Limited
Apr 12, 2025 - Everise(India) BPO Services Private Limited is hiring a remote Specialist - Global Service Desk. đź’¸ Salary: unspecified. đź“ŤLocation: India.
Role Description
The Specialist - Service Desk Analyst will be the first point of contact via phone, email, and chat to provide first level of support through assistance or rapid restoration of normal services to the Everise Enterprise users.
- Troubleshoots desktop hardware, software, Windows-based applications, and telephony issues via remote access, phone, and email support for users in multiple call centers.
- Create a positive user support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
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Responsible for following the Incident Management Process within Everise such as:
- Logs and tracks incidents and requests from identification through resolution.
- Addresses and resolves incidents and requests; performs initial assessment, triage, research, and resolution.
- Restores normal service operation as quickly as possible and minimizes the adverse impact on business operations, thus ensuring the best possible levels of service.
- Responsible for collecting information through a user conversation, accessing support tools, and collaborating with global support staff.
- Clear and concise documentation of incidents, troubleshooting steps, and comments into an Incident Management System.
- Follows up with other global support staff involved in resolution to ensure incidents are resolved and the customer communication is complete.
- Documents resolutions and updates self-help and knowledge bases.
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Responsible for following the Security Management Process within Everise such as:
- Password Resets.
- NT Login Creation.
- User access modification.
- Grows general knowledge of current corporate, department, client-based, and facility-specific products, increasing ability to resolve requests on first contact.
- Become aware of fixes to known issues for quick resolution. Update and maintain troubleshooting guides.
- Maintain current technical expertise in the rapidly changing technology and utilize state-of-the-art techniques when implementing or recommending solutions.
- Monitors the Network stability through devices and performs initial steps as part of investigating a possible service impacting incident.
- Perform other duties as assigned.
Qualifications
- Candidate must possess a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or equivalent.
- Minimum 1 year experience in a professional Service Center environment providing IT support over the phone and via e-mail.
- Experience using current or recent Windows desktop platforms and current or recent MS Office suite.
- Experience supporting LAN’s, PC Hardware configuration, PC operating systems, and desktop software.
- Experience with Service Desk ticketing systems (Service Center Manager, Remedy, Service-Now, etc.).
- Basic knowledge of network infrastructure devices and protocols; enterprise computer hardware/software and information systems.
- This includes basic networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS.
- Support level knowledge of operating systems, applications, and associated hardware on such platforms as MS Windows desktop OS and MS Office Suite.
- Self-motivated and professional with excellent verbal and written communication skills. Customer-focused.
- Articulate and methodical.
- Ability to handle multiple tasks simultaneously and having a keen ability to make quick and accurate decisions.
- Ability to analyze challenging technical issues and develop new solutions in a timely and accurate manner.
- Good analytical and troubleshooting skills. Ability to think logically and be able to make correct decisions relative to fixing operational problems.
- Willing to work on shifting schedules, holidays, and weekends.
- Strong understanding of ITIL.
- Work experience in an environment that follows ITIL Best Practices.
- Incident Management experience - Managing incidents including business expectations and communication.
Company Description
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. Companies rely on Everise, a leading customer experience firm, to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.
At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal-opportunity employer and a pleasant and supportive place to work. Join us and become a champion of customer happiness!
Learn more at www.weareeverise.com .
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| đź“Ť | Be aware of the location restriction for this remote position: India |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
đź’¸
unspecified
|
Remote
Location
India
|
|
Job Type
full-time
|
Posted
Apr 12, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: India |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
