Service Desk Associate Job Vacancy in Varian Medical Systems Pune, Maharashtra – Latest Jobs in Pune, Maharashtra
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Company Name : Varian Medical Systems
Location : Pune, Maharashtra
Position : Service Desk Associate
Job Description : Together, we can beat cancer.
At Varian, a Siemens Healthineers Company, we bring together the world’s best talent to realize our vision of a world without fear of cancer. Together, we work passionately to develop and deliver easy-to-use, efficient oncology solutions.
We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.
If you want to be part of this important mission, we want to hear from you.
We are hiring Service Desk Analyst provides support for basic incident resolution and requests reported to the division service desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups, or the corporate service desk.
DUTIES INCLUDE BUT ARE NOT LIMITED TO
Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Uses the appropriate categories for logging incidents and requests.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
Analyzes and resolves incidents and requests regarding use of application software or hardware.
Logs and tracks incidents and requests from identification through resolution.
Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
Documents resolutions and updates self-help and staff knowledge base.
Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
Adheres to and supports standards, policies, and procedures.
Maintains and protects confidentiality about all aspects of Customers.
Adheres to Code of Conduct and Mission and Value statements.
Performs other duties as assigned.
Qualifications
KNOWLEDGE, SKILLS & ABILITIES
Required:
Excellent in Verbal and Written English.
Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology.
Demonstrated ability to learn customer support processes and techniques.
Strong analytical skills.
Ability to solve problems.
Competency in MS Office Suite.
Preferred:
Prior experience supporting customers in use of application software.
Competency in Customer Care and Customer Success.
Proficiency in using support software tools.
Strong understanding of Customer Support terminologies
Varian is required to comply with all local and applicable regulations that may be associated with vaccine requirements for certain roles.
Fighting cancer calls for big ideas.
We envision a world without fear of cancer. Achieving this vision takes dedication and commitment from all of us, every single day. That’s why we celebrate and value the distinctly beautiful and intersectional identities of each of our employees. We are a mirror of our patient-base, which allows us to innovate. Big ideas come from everywhere, and the best ideas are fostered by our unique individual experiences. At Varian, we encourage you to bring your whole self to work and believe your bold and authentic perspective will help to power more victories over cancer.
#TogetherWeFight
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