BE / B.Tech, M.Tech (any stream) from 2014, 2015, and 2016 passed out batches. -Should have cleared all semester exams (no backlogs)
BCA / B.Sc. (IT/CS) / MCA / BBM,BA,BCOM candidates with excellent computer and academic background can also apply.
No Percentage Criteria.
Candidates should have excellent communication skills.
Predominantly Voice Interaction support and also through email, chat & remote support.
Decent knowledge related to Operating System, Hardware, Networking, etc.
Selection Process :
1. Group Discussion (GD)
2. Face to Face Technical Round.
3. Voice and Accent Round (V&A)
Job Description :
IT Operations professionals support infrastructure operations and/or manage delivery for IT production systems and services based on operational requirements and service agreements.
Excellent communication skills, with neutral accent. (Voice based Support)
Excellent written communication skills with email etiquette.
Good to Have:- Technical certification like A+, Network +, Security +, CCNA, MCP, MCSP etc.
Primary Skill : Service Desk Management (SDM)
Technologist to respond to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat & remote support.
Technologist to identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group.
Follows the incident life cycle as defined by process viz â€“ logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure.
Technologist constantly upgrades his technical, process and soft skills to achieve the client and internal quality scores with CSAT scores, resolution on call and customer service scores.
Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
Incident management and usage of ITSM
Good problem solving and analytical skills
Excellent customer service skills
Ability to remain calm and courteous in periods of stress, and while facing an irate customer and managing back to back calls when required.