About the company:

We are the leader of Decision Management, transforming business by making every decision count. We use predictive analytics to help businesses automate, improve and connect decisions across organizational silos and customer lifecycles.Our clients in 80 countries working to increase customer loyalty and profitability, cut fraud losses, manage credit risk, meet regulatory and competitive demands, and rapidly build market share. Most leading banks and credit card issuers rely on our solutions; do insurers, retailers, healthcare organizations and other companies. The standard measure of credit risk, to manage their financial health.

Basic Function:

Be the first contact point to customers and internal employees for support calls.

Re-direct support calls from customers to the appropriate product services technical support group.

Log and resolve level 1 support calls raised by internal employees.

Provide immediate resolution to Helpdesk Service Requests within a timely manner, demonstrating technical expertise and exceptional customer service skills.

Monitors requests, ensures resolution, notifies user of status, and is responsible for the escalation of service problems and issues within established guidelines.

Major Function:

Interact with our the global workforce

Interact with our global customers

Provide technical support using problems solving abilities to internal staff.

Identify, evaluate & prioritize customer issues & complaints.

Analyze customer problems & formulate plans of resolution.

Utilize all technical resources to solve customer problems.

Escalate unresolved calls to appropriate support specialist or service group.

Coordinate with onsite UK/US Workstation support team & various third party service providers.

Achieve high % first call/first touch problem resolution; high % individual & team customer satisfaction rating, low call abandonment rating.

Must adhere to standard Helpdesk Service Level Agreements defined.

Participate in on-going training & departmental experience.

Education & Qualifications:

Should be at least a graduate with 3+ years of relevant experience.

MCP/MCSE certification preferred.

Experience: 

Providing 1^st level Helpdesk experience in large corporate IT environment/s. Extensive knowledge of Windows XP & Microsoft Office Applications. Experience in troubleshooting network drive & printer mapping issues. Strong Knowledge of PC Hardware, connectivity components & remote access via laptop/desktop. Intermediate knowledge of LAN/WAN networks.

Job Skills:

Strong verbal, written, phone, problem-solving, procedural and follow-up skills, multi- tasking skills preferred. Ability to work independently, as well within a team & must be able to sustain responsibilities’ even with limited resources. 

Willingness to:

Set work schedule according to departmental guidelines. Conform all standards and practices.  Work a flexible shift patterns to meet a 24/7 operation. 

Optional Skills:

Exposure or Knowledge of server / database / web / network or other infrastructure components in a support capacity.

Year of Experience: 3- 8  years

Job Location: Bangalore

Please send me your updated resume with the following details to shajan @ roljobs.com or contact me at 9845957887

Total IT Exp:

Current CTC

Expected CTC

Joining Time