Job Responsibilities : Technical Support Specialist
Salary : Not Mentioned
Company : DNEG
Working hours: 8 Hours
Education requirements : Bachelor Degree in IT Related Field
Experience requirements : 0-2 yr
Location: Mumbai/ Bangalore/ Chennai
DNEG is currently recruiting Application Support Specialist/Tech Support for IMS (Information Management Systems) team in India.
As a Tech Support you will be responsible for triaging requests and incidents, assisting business and managing work-flow. You will be the first point of call for tech support and assistance. This role would suit problem solvers and creative thinkers who have an interest in IT/tech with a flair for customer service and success.
Key responsibilities include:
- Manage triage for all tech support requests received internally and externally
- Be the first point of contact for customers in Tech Support cases from initial query ensuring customers are well informed through to completion
- Use your awareness of our systems and products to try to resolve the query
- Take ownership of the troubleshooting knowledge base and process documentation to decrease volume of queries and enable self serve
- Feedback common tech support queries / user errors to relevant internal teams to consider improvements
- Investigate incidents to try and resolve, escalate problems to product development
- Work with department objectives in mind and contribute to their success
- Provide monthly reporting and analysis summaries
- Document and classify all tickets correctly according to our processes
The ideal candidate will have the following experience:
- Diploma or bachelor’s degree in Computing, Computer Science, IT or similar
- Experience in an IT/Application/Software Support role or similar
- Knowledge of the agile development life-cycle process OR
- Knowledge of the ITIL service desk management life-cycle
- Knowledge or experience with service desk tools
- Experience with supporting HRIS/CRM tools
- Mon-Fri, Full-time (Flexibility to partly work from home)