Jr. Customer Service Executive - Network Operations & Support

About The Company

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

Desktop Engineer (IT Operations & Infrastructure)

Role Purpose

We are looking for a L1 Service Desk Engineer serves as the initial point of contact for users experiencing technical issues, providing first-level support for common software and hardware problems through various channels like phone, chat, and email. Key responsibilities include diagnosing and troubleshooting user-reported issues, escalating complex problems to L2/L3 support, documenting incidents, providing status updates, and ensuring a positive user experience by following Standard Operating Procedures (SOPs) and Knowledge Base (KB) articles. Essential skills for this role are strong communication, customer service, problem-solving, and familiarity with operating systems, hardware, and common IT tools.

L1 Support for all sites and office tasks: Video Conferencing, Laptops/Desktops, Wi-Fi, Office software, PS, MFD Printers etc.

Other IT management tasks; Connectivity, Internet links etc

Key Responsibilities / Accountabilities

• First Point of Contact:
  
  

Serve as the initial contact for end-users reporting technical difficulties, providing a courteous, helpful, and friendly support experience.

• Self-Service Support:
  
  

Create, update, and maintain self-help resources such as knowledge base articles and documentation to help users resolve their own issues.

• Issue Resolution:
  
  

Diagnose and resolve basic hardware and software problems, and provide clear, step-by-step instructions to users on how to fix them.

• Incident Management:
  
  

Address, document, and work on incidents assigned to the service desk team using a Service Desk Management application.

• User Account Management:
  
  

Perform basic user account management tasks, such as handling user access requests.

• Escalation:
  
  

Properly escalate unresolved issues to the appropriate higher-level support teams (L1, L2, etc.) and follow up until resolution.

• Record Keeping:
  
  

Maintain accurate records of customer interactions, support issues, and resolutions in the ticketing system for future reference and analysis.

• Adherence to SLAs:
  
  

Work in accordance with established Service Level Agreements (SLAs), ensuring that tickets are addressed and resolved within the defined timeframes.

• Professional Development:
  
  

Engage in continuous self-training and development to enhance technical skills and knowledge, staying updated on new technologies and tools.

Communication

Qualifications and Experience

Excellent verbal and written communication skills to interact effectively with users and document issues clearly.

• Technical Skills:
  
  

Strong knowledge of Windows and Mac operating systems, Microsoft Office suite, Outlook, and common desktop applications.

• Problem-Solving:
  
  

Demonstrated ability to identify, diagnose, and resolve technical issues efficiently.

• Customer Service:
  
  

A strong commitment to providing excellent customer service and a high level of user satisfaction.

• ITIL Knowledge:
  
  

Familiarity with the ITIL framework and its associated concepts, such as incident management and service catalog management.

• Basic Networking:
  
  

Awareness of basic networking concepts, including TCP/IP, DNS, and VPNs.

• Adaptability:
  
  

Flexibility to work in a dynamic environment, potentially with rotating shifts and holidays, to ensure continuous support.

Qualification Certifications

Any bachelor’s degree with good communication skills.