Full Time
India, Pune
Posted 5 months ago

Axiom Technologies is an Australia-based entity with a history of providing Managed IT solutions to medium to large-scale enterprises globally. Please visit our website for more information about what we do at www.axiomtechnologies.com.

Axiom Technologies is an Equal Opportunity Employer and encourage applicants from all backgrounds and gender to apply, including, Aboriginal and Torres Strait Islander candidates

Roles & Responsibilities

Language: Proficient in English (Read + Write + Speak )

Role purpose:

The RDS Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR
He/She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes(SOPs/SOWs) while attempting to resolve the incidents

To provideL1 and L1.5 support; answering support queries via phone, email, Chat and Web from end user or SD L1 team
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be proactive when dealing with user issues.
Logging / verifying customer details
Identifying the issue and categorizing / prioritize the incident
Creating a ticket in CRM tool
Referring KB for workaround / resolution and attempting resolution
Strong interpersonal skills are a prerequisite.
Ability to work effectively in a dispersed team and individually.
Ticket re-assignment to L2 if ticket unresolved by L1/L1.5 (where ever applicable)
Ticket reassignment to PRG’s if ticket unresolved by L1.5 (where ever applicable)
Recording trend of calls and identifying outages proactively
Callbacks for customer not reachable cases & customer request
Identifying the trend of calls / tickets and highlighting it to TL/SME as applicable for outage confirmation
Creating child tickets and tagging them with problem ticket
Callback the user and confirm resolution (where ever applicable)
Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc as per scope document and SOW
Handling Emails & Service Requests using Remote tools
Handling Technical issues of L1 and issues where L1 scope doesn’t include a resolution or out of scope issues of L1
Discuss technical and process updates with teams, contribute in technical and process updates/trainings
Previous Helpdesk (Voice Support) experience preferred.
Excellent telephone manner and customer service
Experience of using call logging software.
Knowledge of Microsoft based operating systems with emphasis on Windows X and MAC OS
Cisco Unity Manager (CUCM) – desired skills not mandatory
Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, MFD, Mobile & Tablets)
Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
Basic understanding of PC hardware set-up and configuration.
Basic Knowledge of Active Directory, Messaging, User Profile Administration including Remote Troubleshooting, Installation and Uninstallation of applications etc is a must
MCP and ITIL certification would be desirable but not mandatory
Should have worked as a Technical Support Executive / System or Network Administrator & acquired hands-on experience in the above areas in large & complex setups
Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, willing to travel, open to work in shifts
Willingness to work in 10 X 5 support environment including working on Weekends and Holidays.
Proactive in doing research to find solution for complex problems not documented in SOP
Knowledge Management (SOP Creation, Updating, etc)
Queue Management and other additional and ADHOC responsibilities needs to be followed arising out of business requirements

Experience in a similar role

  • 1+ years of relevant experience.

What next? 

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.in@axiomtechnologies.com

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