EMAPTA is a leading offshore outsourcing company with almost 6,000 employees who deliver high quality business solutions to more than 400 global companies across a diverse range of industries for over 12 years.
Overview
This position is responsible for providing onsite, remote, telephone and e-mail technical support and assistance for internal and external customers of Emapta.
The objective of the role is to maximize the number of resolved incidents at first line without referral and to enhance customer satisfaction and user experience, while ensuring SLA compliance to prescribed SLA targets.
To register, own and manage all assigned incidents and service requests.
The successful candidate will be able to work in a highly pressurized environment while effectively communicating with customers, maintaining enthusiasm, and displaying sound judgment and common sense. Must be able to effectively deal with rapid technological and business change.
The candidate is required to work in a three-shift rotation pattern on a rotation basis as required, both onsite and remotely, based on business need.
Goals
1) Customer Service: including customer-oriented email abilities that respond quickly, competently and patiently to customer requests. Within an SLA driven environment.
2) Problem Solving: gathering information, performing diagnostics, evaluating options, and offering effective solutions. Clearly communicating information gathered when escalating to second line support.
3) Product and technical knowledge: understanding both the overall systems environment, such as: system operation, workstation support, Internet connectivity, telephony and security services, as well as the specific products in use. Familiarity with alternative products and the nature of technical problems is also important.
The Service Desk Analyst L1 will act as the central point of contact for end users and IT Service Management across the Emapta organization.
Service Desk Analyst L1 roles and responsibilities include, but are not limited to the following:
Technical Support
- Provide 1st level technical assistance to all users concerning the use of computer hardware and software, including printing, software installation, word processing, electronic mail, and operating systems locally or remotely.
- Perform diagnosis and troubleshooting of issues aimed towards resolution/fulfilment of a ticket
- Provide timely and accurate support of incidents and requests while maintaining a balance of overall work team responsibilities.
- Analyze, diagnose and resolve end user problems and suggest corrective solutions. Extend remote support for other site users.
- Monitor, receive and register all incidents and/or service requests raised via email or phone call, through to the IT Ticketing System
- Analyze the performance of hardware and software interfaces and identifies alternatives for optimizing the usage of computer resources
- Complete service requests regarding software and hardware problems.
Ticket handling & SLA Management
- Categorize and prioritize tickets based on Impact, Urgency and relative Service affected, leading to appropriate SLA target response and resolution times
- Manage the entire service request process ensuring adherence to SLA
- Execute service requests as per the SLA
- Inform/Escalate to the appropriate management level issues that are near beaching SLA or requiring immediate attention
- Endorse/Escalate tickets to the appropriate functional/resolver group
- Tracks the progress of tickets during its entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Ticket records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
Communications & Documentation
- Give technical advice to all user problems wherein the user himself can do the solutions through email, IM or phone.
- Communicates the status of tickets directly with the customer based on defined SLAs.
- Document processes and procedures for maintenance and support.
- Manage and maintains the department’s technical documentations and reports.
- Should have IT Technical knowledge and able to communicate effectively with other teams.
- Work with internal and external teams to ensure requests are completed.
- Process and send IT reports
- Suggest and implement service improvements.
Collaboration
- Responsible for installation, setup, roll-out & maintenance of the company's IT infrastructure.
- Housekeeping of IT assets - ensuring safe storage, documentation and accountability of workstations and peripherals via the company’s Enterprise Asset Management System (EAMS)
- Participate in cross-functional projects, development of strategic plans for the desktop and network platform.
- Design, install & repair station cabling/jacks as needed on servers, desktops, routers, switches, network equipment etc.
- Assist in maintenance activities and disaster recovery testing.
- Collaborating with Level 2 IT Service Desk for anti-virus compliance for all desktop platforms.
- Secondary support for anti-virus management including local desktop firewall component.
- Support and manage Active Directory environments, Servers and Workstations
- Strong knowledge of malware remediation, hardware and software installations, upgrades and troubleshooting.
- Provide assistance or respond on after office calls support should it be necessary.
- Participate in rotational 24x7 support
Education: BS in Information Technology, MIS or similar program; or equivalent work experience
Experience Target: 0 – 2 years experience in similar capacity recommended
Technical Competency
- A background in three or more of the following:
- Windows 10/7/2000/XP/Vista Desktop support
- Microsoft Internet Explorer/Office/Outlook
- Avaya or Nortel telephony
- Windows Server 2000/2003 support and administration
- Microsoft IIS, ISA or Exchange
- Active Directory 2000 / 2003
- Local Area Networks (Cisco or 3Com)
- Wide Area Networks
- Knowledge in TCP / IP
- ITIL experience and qualification would be an advantage
- Additional language skills to a technical level would be an advantage.
Personal Competency
- Strongly customer service oriented
- Good command of oral and written English
- Must have interpersonal communication skills and pleasant demeanor.
- Ability to carry out technical diagnosis/analysis
- Assertiveness
- Resourceful
- Engaging to internal (core teams) and external stakeholders (client/client staff)
- Have a flexible attitude and wide knowledge of IT.
- Willingness to rotate shifts, as needed
- Ability to perform light hand activity work at a computer station in an office environment.
The job may require the individual to work on rotating shift on an occasional basis.
.png)
