Managed Services | Retail | PuneService Desk Analyst-L2- Job Vacancy in NEC Opportunities Delhi, Delhi – Latest Jobs in Delhi, Delhi – updated today

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Company Name : NEC Opportunities
Location : Delhi, Delhi
Position : Managed Services | Retail | PuneService Desk Analyst-L2-

Job Description : Primary Accountability

Job location :Pune
The purpose of this role is to provide 2nd level customer support for Incident and Service Request resolution to RETAIL STORES within agreed service levels whilst achieving high customer service and quality standards

Key Accountabilities

Diagnosing, troubleshooting, and developing new solutions that solve the root cause of customer problems in tickets elevated from our L1 support team and high focus on SLA management and ensuring SLAs are achieved
Expert in Retail Stores functioning, end to end retail domain knowledge, retail equipment likes POS, PIN PAD readers, Money Order Machines, Retail Stores IT infra etc.
Writing step-by-step processes and ticket updates to customers using clear and concise English for resolution and followed troubleshooting steps
Learning new products quickly and effectively
Maintain technical and product knowledge and expertise, through research and self-development to ensure support remains efficient, effective and relevant to the business needs of the customer
Mentoring the L1 engineers and helping them to manage tickets in terms of technical troubleshooting
Ensuring the best customer experience by providing superior level of customer service and maximum availability at all times
Follow best practices defined for each process, including updates to existing tickets
Diagnose, prioritise, troubleshoot and resolve incidents where possible, or escalate where necessary, within Service Levels, following pre-defined processes accurately in an ITIL environment
Quality updates, Timely and accurate documentation of work performed on the issues/incidents
Proactively development of knowledge base(KB) articles to improve the resolution process and increase customer satisfaction in line with Continual Service Improvement strategies
Meet or exceed all internal KPIs
Ability to effectively communicate and build relationships with customers
Provide a high level of technical and operational support to customers, both external and internal
Assist L1 team in case of any support needed by them

Core Competencies

Providing an advanced level of technical and operational support to customers
Respond to customer requests via phone and e-mail in a timely and accurate manner
Ability to work under highly pressurized environment
Ability to recognise in a timely fashion when resolution of an issue cannot be attained within agreed targets and that there is a requirement to escalate
Ability to follow defined processes as per Implemented guidelines
Escalate complex issues and bugs to appropriate teams for resolutions
Implement application systems, in partnership with IT Solutions personnel
Investigate and resolve unknown application problems with the help of vendors
Address operational system issues including installing applications and troubleshooting application and system resource based issues
Analyse system logs/Memory Dumps/Application logs and identify potential issues and troubleshoot for quick resolution
Hands-on experience on the multiple operating systems and good in the OS log analysis
Understanding of DNS, DHCP, Active Directory, TCP/IP, SSL etc.
Should good in network related understanding and troubleshooting
Should be comfortable executing batch scripts on Power Shell and Windows batch
Escalate/Audit any unnecessary escalations cases passed on with incomplete T.S done
Regularly update/Modify KMDB

Professional Experience
Professional work experience and skills relevant to the position

Exceptional Customer Service experience of 3–6 years in retail store infrastructure support Including the ability to build relationships with customers
Mandatory

Professional communication skills with the ability to communicate effectively to a diverse audience
Mandatory

Effective time management skills and attention to detail and accuracy
Mandatory

Ability to identify opportunities for process improvements
Mandatory

Good understanding of windows server
Preferred

Basic networking skills
Mandatory

Basic knowledge on scripting
Preferred

Well versed with Microsoft Office Suite
Mandatory

Ability and willingness to work in a large 24*7*365 Service Desk environment
Mandatory

Exposure to call routing software and ITSM toolsets preferable (Candidate needs to have experience in working tickets on Service Now, Remedy, etc.)
Mandatory

Any Graduate, desired B.Tech/B.E /BCA/MCA
Preferred

ITIL certification IT Infrastructure Library (ITIL) certification at a foundation/ intermediate level
Preferred

Retail domain knowledge is an added advantage
Preferred

Good communication and client handling skills
Preferred

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