Company Name: Schneider Electric
Company Website: www.schneider-electric.com
Job Location: Bangalore
Job Role: Support Center Analyst
Job Experience: Freshers/Experience
Job Eligibility: Any Degree Graduates
Candidate should have Any Degree Graduates from a recognized university.
Candidate should have good communication skills.
Versatility and ability to prioritize work independently and meet deadlines.
Candidate should be good team worker.
Candidate should have strong analytical skills.
IT Service desk analyst provides comprehensive First Level support to all Schneider Electric employees for efficient resolution of issues and requests related to S/W , H/W , Infrastructure , Telephony.
This position requires the analyst to handle the reported issue (via Phone, Web incident and Email ), documenting, researching, and provide technical troubleshooting assistance to end users across all business units.
Take ownership of all Customer interactions, establish appropriate expectation, and provide timely feedback to end users for escalated issues and educate them on response time on escalated issues.
Identify underlying problems liase with respective Level 2 support and contribute for permanent resolution of the same.
Record all instance in the Remedy ITSM tool and adhere to internal process and policy to update the record.
Adhere to internal Policies and Procedure while handling customer issues and service reqeusts and get the resolution in adherence to agreed Service Level.
Undergo regular training to improve skill set required for the job function.
Collaborate with the team to share knowledge, update and share the same on the Knowledge base site.
Understand business needs and adapt to the new changes and dynamic environment and contribute actively to any project deployment of the OS team.
Excellent Communication skills.