Friday, March 12, 2010

Services Support Rep 2

Role: Services Support Rep 2
Role Purpose:
To ensure that potential problems to IT service components are analysed and investigated for their root cause and permanent work around and hence negating the chance of the Problem reoccurrence. Managing the incidents effectively end to end in alignment with the ITSM processes and interfacing with Program Management Offices, Technical Resources and MSCs wherever applicable.
Key Responsibilities/Outcomes:
" Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements.
" Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
" Escalates complex problems to the Remote Support Engineering staff or Field Engineering.
" Typically provides technical support for Internal and External customers.
" Escalates complex problems to higher level of expertise within organization.
" Responsible for providing the first-line of after-sales telephone technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employees.
Key Qualifications:
o Experience 1-4 years (handling calls)
o Education PUC & Above
o Excellent verbal and written communication.
o Willingness and ability to work in shifts (24 x 7).
o Good Knowledge On Operating Systems, Hardware, Networking and MS Applications
o Multitasking and coordination skills
o Team Player.
o Well versed with technology (understanding of networks, monitoring, DBMS, Windows)
o Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.)
o Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions
Core Competencies:
" Communication skills - written and verbal
" Ability to work in a pressurized environment and able to deliver against a tight timescale.
" Act Independently and be self motivated
" Excellent Problem Solving and Customer Service Skills
" Drive for results
" Attention to Detail
" Customer Focuse
Interview process:-
The interview process is as follows:
1. Voice evaluation. Candidates speak extempore on a topic and also read a passage5 minutes)
2. IQ test-General aptitude(written) 10 minutes
3. Listening comprehension-candidate listens to audio clips and answers questions-5 minutes
4. PC Hardware test for technical process A+ or MSCDT level 15 minutes
5. English Paragraph writing for written English communication-10 minutes
6. Face to face interviews for candidates who have cleared the above tests-30 minutes

mail your resumes at:

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