Posted by DHL IT Services is the internal provider of specialized IT Build services and industrialized IT Run services to Deutsche Post DHL (DPDHL) Group.
We are seeking for a talented Service Desk/CAM Analyst to join our team. You will ensure that requests for assistance are accurately logged, assigned and responded to in a timely manner, according to agreed standards and procedures ensuring that the services offered are carried out within the agreed Service Levels.
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Service Desk/CAM Analyst – Chennai
Job Description:
Respond to user requests by telephone, email, Service Management tool (e.g. Global Service Now) in a professional manner, to ensure users receive a timely service and Service Levels are met.
Carry out “Quick Fixes” on several applications.
Ensure adherence to escalation procedures. Responds to escalated, complex and high impact user calls.
Monitor progress of incidents and service requests and ensures users and other interested parties are kept informed.
Translate spoken and written requests from one language into another.
Help users via first line technical support, troubleshoot computer, application and related IT problems.
Negotiate with users, support teams, staff and vendors in respect of emergencies, routine and unscheduled maintenance and the introduction of amendments to the provision of services.
Record incident / service requests mandatory information and ensure that they are properly logged into the ticketing tool, assigned and responded according to agreed standards and procedures.
Resolve customers’ or users’ complaints and enquiries proactively.
Qualification:
1-3 years of experience in Service Desk/Call Centre environment.
Efficient record keeper, with good communication skills, and a methodical approach to problem solving.
Ability to operate hardware, databases, operating systems, local area networks) used within own organization (OS: Windows NT, UNIX).
Ability to operate standards associated with the IS practitioner’s current role.
Aware of discipline which gives control over IT assets, to control changes to “configuration items”.
Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions.
Effectively convey factual communications that require an understanding of the recipient/ audience.