Job Description

Job Title:
Global Support Analyst
Department:
Global Operations
Reporting To:
Lead, Global Solutions Operations
Location:
Vadodara
Who We Are
Magnit is the evolution of work. Serving hundreds of the world's most recognizable brands for the past 30+ years, Magnit offers the industry's first holistic platform for the modern workforce. Magnit's integrated workforce management (IWM) platform supported by data, software, intelligence, and best-in-class services team is key to our clients' success. It can adapt quickly to regional or industry economic shifts, and provides the speed, scale, flexibility, transparency, and expertise required to meet an organization's contingent workforce management, talent strategy and broader organization goals. At Magnit, you'll work with passionate colleagues who collaborate and deliver meaningful results that positively transform the largest companies around the globe.
Rotational Shift Timings:
Shift
IST
PST
(US Time Zone)
1st
7:00 AM - 4:00 PM
6:30 PM - 3:30AM
2nd
2:30 PM - 11:30 PM
2:00 AM - 11:00 AM
3rd
6:30 PM - 3:30 AM
6:00 AM - 3:00 PM
4th
10:30 PM - 7:30 AM
10:00 AM - 7:00 PM
Description
This position supports success by adding a value in servicing our clients. This is an exciting career opportunity for someone who values advancement, growth, and high-quality work. This Level 1 Help Desk Support position requires responsibility for end user support to proprietary applications and systems.
Primary duties include

• Support internal and external users using applications
• Respond to inquiries via phone, email and chat ,
• Create, update, and track tickets to resolution while ensuring compliance with service level agreements (SLAs) and individual performance metrics
• Recommend and implement process improvements to enhance operational efficiency and service delivery
• Mentor/train new helpdesk agents
• Sense of urgency and ability to escalate system outages to Helpdesk Management
• Must Maintain Confidential Information and Follow Procedures for Work processing
• Demonstrate flexibility to provide 24/5 support when required

Minimum Qualifications

• Excellent English communication skills (Written & Verbal)
• Bachelor's Degree and 1-3 year's,
• work experience in a Helpdesk call center
• Strong user-facing, customer service, communication.
• Demonstrates a high level of professionalism and strong work ethic
• Good problem-solving, troubleshooting and analytical skills
• Proficient with Microsoft Office - Excel, Word, Outlook and Internet
• Flexible to work any shift, including weekends and holidays (24x5 Helpdesk)
• Ready to accept changes & new challenges with multitasking

Skills Required