Job Title: Associate Technical Support

Band: U1

1.Scope of position

The IT Service Desk Analyst will provide first line technical support to users. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user’s problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

2.Key responsibilities

• Act as a single point of contact for phone calls, chat and emails from users regarding IT issues and queries 
• Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc.
• Ensure that issues are resolved within ticket life cycle
• Co-ordination between users and resolver groups (if necessary)
• Incident handling and escalation management
• Work independently and within a team
• Communicate well with internal and external contacts 
• Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members 
• Adhere to company and client’s procedures, policies and guidelines
• All KPI related tasks must be followed & adhered to avoid business impact
• To ensure that breaks are pre-approved by SME, Team Leader or Manager
• Strong problem resolution skills
• Escalate unresolved calls to the resolution support team 
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner 
• To maintain a high degree of customer service for all support queries and adhere to all service management principles 
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI

3.Skills/qualifications required        

• Certifications (Optional) ITIL, MCSE, Software Development/Application support
• Level of expertise L1 – L2 On-site Or Remote Support
• Excellent communication skills and telephone manner.   
• Application Support: Prior experience in Application support/Software development, IT Service Desk
• IT Awareness: Understanding of SDLC, database technology, OS components would be useful
• Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools, CA Service Desk
• ITIL: Knowledge of ITIL processes and procedures would be an added advantage
• SAP - Application Support - optional                                                            
• C1 level German language skills in combination with excellent English language
• Should be a self-motivated achiever who gains satisfaction from providing excellent customer service
• Excellent in verbal & written communication
• Problem solving abilities, strong logical analytics