Emtec, Inc.

Help Desk Analyst

IN-KA-Bangalore
Job ID
2017-4683

Company Overview

Emtec is Global consulting company that provides technology-empowered business solutions for world class organizations. Our Global Workforce of over 700 consultants provide best in class services to our clients within the Healthcare & Life Sciences, Utilities, Business Services, Banking, Insurance & Financial Services, Education and Manufacturing sectors. Our clients span the emerging, mid-market and enterprise space. With multiple offices worldwide, we are uniquely positioned to deliver solutions to our clients leveraging Oracle, Salesforce, Microsoft and Infor with a focus on Mobility, Cloud and Analytics. Emtec’s singular mission is to create “Clients for Life” - long-term relationships that deliver rapid, meaningful, and lasting business value.

 

At Emtec, we have a unique blend of Corporate and Entrepreneurial cultures. This is where you would have an opportunity to drive business value for clients while you innovate and continue to grow and have fun while doing it. You would work with team members who are vibrant, smart and passionate and they bring their passion to all that they do – whether it’s learning, giving back to our communities or always going the extra mile for our client.

Position Description

Emtec seeks a Help Desk Analyst to join its team in Bangalore who can support the organization’s IT environment and initiatives.

 

  • Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other help desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
  • Create a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
  • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer
  • Analyses and resolves incidents and requests regarding use of application software or hardware
  • Logs and tracks incidents and requests from identification through resolution
  • Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
  • Provides after hours and on-call support as needed
  • Provisions, maintains, and removes security privileges for users and customers of Emtec Inc.
  • Works with members or the desktop/network teams and other workgroups within Emtec on projects and initiatives as needed
  • Build out Project Plans and Gantt Charts for all internal and client projects
  • Perform regular follow up's on pending action items with the resources assigned as per the project plan
  • Conduct team calls to gather the updates & timelines, update the plan and Gantt Charts as required.

 

Must Have Skills:  

 

  • Demonstrates ability and desire to learn Corporate, division and facility-specific applications, technology, and terminology
  • Demonstrates ability to learn customer support processes and techniques
  • Demonstrates the ability to work in a team
  • Extremely flexible schedule
  • Basic knowledge of Microsoft products
  • Basic knowledge of Networking
  • Basic knowledge of Hardware issues
  • Ability to work remotely when requested by management
  • Diploma/BE/B.Tech/MCA/MSc Computers.

 Preferred skills:              

  • Competency in Service Desk tracking tools
  • Experienced in supporting customers in use of application software
  • Customer service orientation and/or prior customer service training
  • ITIL V3 foundations or Higher
  • Good knowledge of Microsoft Project and Microsoft Planner
  • Ability to prepare and interpret Project Plans, Flowcharts, Schedules and step-by-step action plans
  • Trainings or certifications related to Microsoft Project/Project Management will be an add-on. 

Professional Skills:  

  • Must be able to work collaboratively in a team environment
  • Good analytical and problem solving skills
  • Present themselves in a very professional manner in front of the client and their peers
  • Excellent communication skills, both written and verbal.

  Emtec is an Equal Opportunity Employer

 

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