Technical Support Advisor

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Technical Support Advisor

Tech Mahindra Ltd
Technical Support Advisor
Any Graduate
0 - 3 yrs
1,00,000 - 4,00,000 P.A.
16th August - 22nd August 2018
9 AM onwards

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

Company Profile:

Tech Mahindra Ltd
Tech Mahindra Limited is an Indian multinational provider of information technology (IT), networking technology solutions and Business Process Outsourcing (BPO) to the telecommunications industry. Tech Mahindra is a US$4.2 billion company with over 117,000 employees across 90 countries. It provides services to customers which include Fortune 500 companies. It is also one of the Fab 50 companies in Asia, a list compiled by Forbes.[4] Tech Mahindra was ranked #5 in India's software services (IT) firms and overall #111 in Fortune India 500 list for 2012.

Walkin Address:

Tech Mahindra, Phase 3 Contact person : HR Snehal Ayare

Contact Details:

Recruiter Name: Vishal Khanna
Contact Company: Tech Mahindra Ltd