ITSM | Noida

Your Role

• 3 - 4 years of experience in Service Support/IT Support/Application Support
• Hands-On experience with ITSM tools like SysAid, ServiceNow, Jira Service Management…
• Customer service skills
• Good communicator and team player
• Basic knowledge in Windows Operating systems.
• Basic Knowledge in MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Internet browsers 

Your Profile

• Serve as the First point of contact for IT Support request/incidents from Capgemini/Client users via tickets, phone calls and emails ensuring high level of customer service.
• Manage day-to-day operations of a 24/7 Global service desk with teams working across multiple geographical locations, providing phone, email support in the line with the agreed Service Leaving Agreement.
• Managing incidents and requests through the service management tool.
• Coordinate and manage Incidents/Requests with vendors and support team that provide Application related resolution.
• Provide support for a wide range and constantly evolving applications and support team.
• Monitor and manage high-priority (P1/P2) incidents, ensuring rapid resolution.
• Facilitate incident bridge calls and lead communication during major incidents.
• Maintaining governance standards across all IT service management processes
• Administer and manage User Access as part of Access and Exit controls.
• Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Willing to participate in on-the-job training designed to enhance skills and support capabilities.
• Willing to work in different shifts and national holidays as required by Operations.