Job Description

ServiceDesk Support Analyst - ( 0094573 )
Description


SERVICEDESK SUPPORT ENGINEER
PUNE Looking for a workplace where people realize their full potential, are recognized for the impact they make, and enjoy the company of the peers they work with? Welcome to Zensar! Read on for more details on the role and about us.
What\'s this role about?
As a ServiceDesk Support Engineer, you will be providing Functional support to Mobility platform to ensure early resolution to the issue faced by users through troubleshooting, proper root cause analysis and problem solving.
Here\'s how you\'ll contribute:
Service desk support engineer undertakes the functional troubleshooting of the service request/incident raised by user. take end-to-end ownership of issue resolution and provide valuable expertise for accurate root cause analysis to ensure quick resolution thereby achieving customer satisfaction.
You\xe2\x80\x99ll :

• 
  Maintain a high customer service standard by ensuring that requests are fulfilled promptly and effectively to avoid escalations
  Support end users by placing orders for Mobile phones, SIM cards and new services
  Ensure continuity of mobile phone services by arranging mobile phone and SIM card replacements, providing PUK codes and supplying instructions for service installations
  Support end users by supplying information about the correct processes and instructions and by answering questions about mobile phone services
  Gather information through systems and tools available in addition to contacting other teams and service providers
  Assist end users by clarifying requirements and advising them of the services available
  Explain the customer\xe2\x80\x99s mobile phone policies and answer queries from end users
  Maintain and update the internal databases by processing regular reports and ensuring that the relevant data is recorded for reporting and billing purposes

• 
  Prioritize own workload and manage individual cases to ensure that targets, deadlines and customer requirements are met
  Connecting with user to check on the service request/incident raised
  Analysis/troubleshooting
  Provide timely updates to the user/s on the progress, updates to support cases
  Escalating, following up with the stakeholders, boundary teams
  Root cause analysis and problem management
  Demonstrating the ability to multitask and re-prioritizing responsibilities based on various type of cases getting assigned

Skills required to contribute:

• 
  5+ years\xe2\x80\x99 experience to work as a support analyst
  Excellent written and verbal communication skills in Hebrew, Arabic and English to communicate effectively with Israel, Middle East and Europe users
  Customer service experience
  ServiceNow experience
  Excellent administrative skills including a strong knowledge of Microsoft Office, excel
  Ability to work within agreed timeframes
  Ability to work on their own and as part of a team
  Strong troubleshooting skills
  Analytical thinking and eager to learn new skills
  Good to have basic knowledge of Telecom domain
  Stakeholder Management
  Attention to detail
  Demonstrates the ability to multitask & re-prioritize responsibilities based on dynamic requirements

Good to have :

• 
  Call Centre experience
  Experience in Telecom services

Advantage Zensar
We are a digital solutions and technology services company that partners with global organizations across industries to achieve digital transformation. With a strong track record of innovation, investment in digital solutions, and commitment to client success, at Zensar, you can help clients achieve new thresholds of performance. A subsidiary of RPG Group, Zensar has its HQ in India, and offices across the world, including Mexico, South Africa, UK and USA.
Zensar is all about celebrating individuality, creativity, innovation, and flexibility. We hire based on values, talent, and the potential necessary to fill a given job profile, irrespective of nationality, sexuality, race, color, and creed. We also put in policies to empower this assorted talent pool with the right environment for growth.
At Zensar, you Grow, Own, Achieve, Learn.
Learn more about our culture: https://www.zensar.com/careers/who-we-are Ready to #ExperienceZensar? Begin your application by clicking on the \xe2\x80\x98Apply Online\xe2\x80\x99 button below. Be sure to have your resume handy! If you\xe2\x80\x99re having trouble applying, drop a line to careers@zensar.com.


Primary Location : India-Maharashtra-Pune
Job Posting : Dec 29, 2022
Experience Required (In Years) : Minimum - 5 Maximum - 7