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Associate - Service Centre

Requisition ID:  221871

Position Duties/Responsibilities:

  • Provides professional first-level Help Desk Support to internal users over phone, email & chat. Responsibilities include first-level troubleshooting of hardware, software and operating system problems, tracking of issues and solutions, and issue escalation when appropriate. 
  • Must have excellent hands on experience with Microsoft Windows 7/8/10 operating system, as well as troubleshooting experience on the current Microsoft Office 365 suite of products.
  • MCITP/MCSE for Windows or equivalent expected as a minimum competency. ITSM or ServiceNow helpdesk experience is desirable.
  • Excellent customer service and team player skills are a must.
  • Tracking of issues and solutions; resolving or routing; escalating where appropriate
  • Interaction with all internal departments and support staffs.
  • Excellent English written and verbal communication skills are required. 
  • All applicants must have the right to work and remain in India.

 

  • Training Coordinator:
    • Coordinate and communicate with Team Lead and Managers to identify training needs for Agents and map out development plans for the Team and individual Agents.
    • Responsible for managing, developing, coordinating and conducting Training sessions for New Hires and Training refreshers for existing Agents.
    • Candidate should have experience with various training methods, including on-the-job training, mentorship programs, brown bag sessions, Training via skype for business or MS Teams.
    • Identify skills or knowledge gaps that need to be addressed and work with Team Leads and ITSC Quality team.
    • Creates and maintains training resources to support ongoing training. Share Training updates in Monthly Operations review meetings.
  • Quality Coordinator:
    • Proven experience as a quality coordinator in Helpdesk profile is desirable.
    • In depth understanding of ITSC quality procedures.
    • Excellent attention to details and accuracy of information, including ability to track and review Tickets in ServiceNow for Quality checks/audits.
    • Candidate should have leadership skills with the ability to coach team members.
    • Knowledge of and experience in applying ITIL standards to improve Incident resolution and customer service standards.
  • Shift Lead
    • Manage Agents schedules (including Logins, Breaks and Call Backs) in respective shifts to ensure coverage for GSC operations.
    • Assign tasks to members, oversee completion of tasks in respective shift.
    • Strong analytical skills to identify problems and work in a team environment to determine, develop and implement solutions.
    • Ability to prioritize and demonstrate flexibility to multi-task in a fluid environment.
    • Ability to work independently in challenging, dynamic work environment.

 

Basic Qualifications & Skills:

  • Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology related field preferred.
  • 4+ years’ experience with standard hardware, software, operating systems, and database technologies.
  • Some technical experience with techniques and methods of troubleshooting end-user problems including the setup and support of software and hardware. 
  • Must have a good understanding of client server principles. 
  • Knowledge of basic networking technologies and principles. 
  • Understanding of network security including public key infrastructure and encryption technologies a plus. 
  • Requires strong customer problem solving and end-user support skills in applications setup and support.  Ability to incorporate "Lessons Learned" approach into revised work processes. 
  • Excellent customer service skills are required. 
  • Must have exceptional oral and written communication skills and the ability to document in written format technical processes in a timely manner. 
  • Must have the ability to work in a demanding environment with multiple priorities.
  • Candidate should be ready to work in rotational shifts as per roster
  • Rotating weekend work will be necessary in order to support a 24x7 global delivery model.
  • Candidates with international exposure in providing IT support will be preferred.

Shaping tomorrow together

Bechtel is one of the most respected global engineering, construction, and project management companies. Together with our customers, we deliver landmark projects that foster long-term progress and economic growth. Since 1898, we’ve completed more than 25,000 extraordinary projects across 160 countries on all seven continents. We operate through four global businesses: Infrastructure; Nuclear, Security & Environmental; Oil, Gas & Chemicals; and Mining & Metals. Our company and our culture are built on more than a century of leadership and a relentless adherence to our values, the core of which are safety, quality, ethics, and integrity. These values are what we believe, what we expect, what we deliver, and what we live.  
www.bechtel.com

Bechtel is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.