Tech Mahindra is part of the US $15.4 billion Mahindra Group and is a leading global systems integrator and business transformation consulting organization, focused primarily on the telecommunications industry. Tech Mahindra helps companies innovate and transform by leveraging its unique insights, differentiated services and flexible partnering models. This has helped customers reduce operating costs, generate new revenue streams and gain competitive advantage. Tech Mahindra expanded its IT portfolio in 2009 by acquiring the leading global business and information technology services company, Mahindra Satyam (earlier known as Satyam Computer Services).
Tech Mahindra`s capabilities spread across a broad spectrum, including Business Support Systems (BSS), Operations Support Systems (OSS), Network Design & Engineering, Next Generation Networks, Mobility Solutions, Security consulting and Testing. Tech Mahindra`s solutions portfolio includes Consulting, Application Development & Management, Network Services, Solution Integration, Product Engineering, Infrastructure Managed Services, Remote Infrastructure Management and BSG (comprises BPO, Services and Consulting)
Tech Mahindra is urgently seeking Technical Support Associates
Role- Associate/ Senior Associate Technical (Voice process)
Experience: Minimum 1 year in International Service Desk Technical Support is Required
Desired Candidate Profile
Professional communication skills with the ability to communicate effectively to a diverse
audience Effective time management skills and attention to detail and accuracy
Ability to identify opportunities for process improvements
Ability and willingness to work in a large 247365 Service Desk environment
Exposure to call routing software and ITSM toolsets preferable
(Candidate needs to have experience in working tickets on Service Now(Preferred)
Desirable Qualification- B.Tech/ B.E/ BCA/ MCA
ITIL certification IT Infrastructure Library (ITIL) certification at a foundation level (preferred not mandatory)
Sufficiently IT literate to make effective use of the applications and systems required to be an effective Service Desk Team Agent
Retail domain knowledge is an added advantage.
Roles and Responsibilities-
Ability to work in 24*7 environments.
Act as a single point of contact for phone calls and emails from all users regarding IT issues and queries
Respond to customer requests via phone and e-mail in a timely and accurate manner
Handle end to end ticket flow on Service Now ITSM tool
Ability to work in a highly pressurized environment
Ability to follow defined processes as per customer guidelines
Escalate complex issues to appropriate teams for resolutions
Interview Rounds:
1. HR Screening Round
2. Basic Communication round
3. OPS Round
Continue here for more details & applications
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