Sr Associate - Customer Interaction Services

Job Summary

Job Title: IT Service Desk Senior Associate

Function: Information Technology

Work Location: Hyderabad

Responsibilities

• An IT Service Desk Senior Associate serves as the primary point of contact for users requiring technical support, ensuring efficient resolution of IT-related issues and enhancing user satisfaction. The role is essential for maintaining smooth IT operations and delivering a positive user experience within the organization.
• The role includes assisting users over Calls, emails and tickets providing prompt and efficient service.
• Respond to requests for support by providing information to enable problem resolution and promptly allocate unresolved calls as appropriate.

Job Purpose

• The IT Service Desk Associate - Ulaw is responsible for providing quality support.
• To provide the highest quality, professional 1st and 2nd line incident management to staff and students by following customer focused procedures

Organizational Structure

• IT ServiceDesk Asst. Manager
• IT ServiceDesk Team Leader
• IT ServiceDesk Senior Associates

Key Accountability

Client Service

• Develop and maintain effective relationships with students, tutors, external visitors, colleagues, suppliers, and other stakeholders to ensure they are dealt with in a professional manner.
• Actively monitor TopDesk, e-mail, telephone, and all other call reporting channels for messages and respond in a professional and timely manner to calls from all customers.
• Categorize, prioritize, and assign tickets as per defined procedures.
• To relate complex technical information to customers with varying levels of technical understanding in English via telephone and email.
• To efficiently and accurately log incidents received via phone, email. And through proactive service resolve issues on first contact, thereby facilitating prompt restoration of service.

Teamwork

• Support colleagues to provide an efficient, flexible, proactive customer-focused service.
• Sharing insights and solutions to common technical issues with their colleagues, creating a collaborative environment for problem-solving.
• When an issue cannot be resolved at the first level of support, an IT Service Desk Trainee reaches more senior technical staff to escalate and resolve the problem. Teamwork is crucial in ensuring that the critical incidents are handled smoothly.

Team Management

• Not Applicable

Professional Skills

• Understanding of computer systems, networks, software, and hardware components (e.g., printers, servers, desktops) is fundamental along for an ITSD Senior Associate.
• Take ownership of complex IT incidents and service requests, providing timely and effective resolution.
• Should possess a combination of technical expertise and good communication skills to ensure smooth process execution without the need for escalations.
• Keep up to date with the latest IT knowledge and trends.
• Take part in any IT training on existing or new systems for the University to improve personal development skills.
• Understanding the ITIL framework and following best practices for logging, tracking, and resolving incidents.
• Multitasking: Managing multiple service requests along with other IT Tasks simultaneously without compromising on the quality of support.
• Provide expert-level support for software and other IT related issues.

Additional tasks

• Demonstrates the ability to methodically prioritize tasks and manage conflicting priorities in a calm, reliable, and punctual manner.
• Ability to deal with frequent interruptions to tasks.
• Flexibility in working hours required includes weekends and changes in shift at short notice.
• Guide and provide necessary support to the Junior Associates and ensure SLA compliance.
• Collaborate with cross-functional teams to ensure smooth transitions and minimal disruption.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.