IT Associate- Voice Process
IT Associate- Voice Process
Posted on :
19-11-2024
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1 Vacancy
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Job Description
Job Title: IT Associate
Job Description:
The ServiceDesk Agent will be involved in the daily delivery of ServiceDesk Services to Novozymes users. The agent will be part of a Global ServiceDesk team based in Bangalore India which delivers technical IT support services and guidance 24/7. This is an enduser facing role which will include interacting with the end users via phone calls chat and emails. Based on this interaction the ServiceDesk Agent using his/her technical and probing skills will try to resolve issues reported by users within defined SLAs. It is expected that this will be done while maintaining highest level of professionalism and customer satisfaction.
This role will require the individual to work in night and weekend shifts on a rotation basis.
Tasks and Responsibilities:
Common ServiceDesk duties include answering telephones chat communicating with users around tickets diagnosing and troubleshooting HW and SW problems dispatching tickets to 3rd level organizing hardware replacement and installing new software on clients machines. The key responsibilities for the ServiceDesk agent include: Respond to requests for service/technical assistance in person via phone emails and chat. Diagnose and resolve technical hardware and software issues. Research questions using available information resources. Advise user on appropriate action. Follow standard help desk procedures. Log all help desk interactions. Administer help desk software. Identify and escalate situations requiring urgent attention Technical Knowledge Knowledge and prior experience in the following areas is pivotal to this role: Novonesis is a global company leading the era of biosolutions. By leveraging the power of microbiology with science we transform the way the world produces consumes and lives. In more than 30 industries our biosolutions are already creating value for thousands of customers and benefiting the planet. Our 10000 people worldwide work closely with our partners and customers to transform business with biology. Novozymes A/S Krogshoejvej 36 2880 Bagsvaerd Denmark November 14 2024 Novozymes A/S CVR number:part of Novonesis Group novonesis.com Windows 10/11: Good understanding of the OS and its functionalities to troubleshoot OS level issues. Network: Good knowledge of Network components like IP addressing DHCP DNS LAN WAN CLI commands etc. Office365: Good understanding of O365 architecture and applications within the O365 suite. Knowledge and ability to resolve O365 related issues. Active Directory: Basic understanding of Active Directory and its components. PC Build: Good understanding of hardware and software components of a PC and their functionalities. Software installation/ deployment on user PCs. Mobile Devices (Mac): Hands on experience in supporting Apple (Mac) phones and tablets. Windows Server: (preferred) Fair understanding and experience in maintaining Windows servers e.g. disk defrag disk cleanup etc. MS SQL (preferred): Basic understanding of MS SQL architecture and queries.
Basic Qualifications:
You have a bachelor in IT Engineering or related fields. 13 years of experience with ServiceDesk/ Service operations experience Good experience in IT operations and Service Delivery incl. ServiceDesk operations You have excellent communication and presentation skills. You have a good process understanding especially ITIL. You have experience with and understanding of working in a multicultural environment and are fluent in English Certifications ITIL V4 Foundation (preferred) MCSA: Windows 10/11 (preferred)
Employment Type
Full Time
Key Skills
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