About Company : This is the official Tech Mahindra page. Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise™. We are a USD 4.9 billion company with 113,550+ professionals across 90 countries, helping over 926 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. Tech Mahindra is amongst the Fab 50 companies in Asia (Forbes 2016 list).
Job Title : Technical Support
Location : Pune
Job Description :
- Act as a single point of contact for phone calls, chats and tickets from end users regarding IT issues and queries
- Receiving, logging and managing queries/issues from end users via telephone and chats
- Incident logging, categorization, prioritization, assignment, coordination and communication until resolution for low priority incidents affecting a single user (P3 P4)
- Incident communication and notification for high priority incidents (P1 P2)
- Coordination with application and infrastructure support teams
- Provide accurate Incident resolution and Service Request management, within established Service Level
- Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customers requirements and expectations
- Incidents and Service Requests are managed effectively; ensuring information is captured in ITSM tool for future reference and analysis, in line with ITIL principles
- 1st line support and troubleshooting of IT related problems from in-house software and hardware such as Desktops, Laptops, Mobiles, Ruggedized Laptops and Tablets
- Log and manage incidents/Service Request in ITSM tool
- Escalate unresolved tickets to Level 2 resolver groups
- Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner
Qualification : Any Graduate
Work Experience : 0 – 2 Year
Walk-In Date : 16th Sept – 20th Sept 2019
Time : 12:00 PM
Venue : Tech Mahindra
Phase-3, Opp TCS, Hinjewadi, Pune – 411057
Apply : Walk-In
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