Information Technology Support Specialist

2 weeks ago

India Nestlé Full time

Company: Nestle Business Services India

Location: Gurugram

Position: ITHR Time Product

Qualification: Any Graduate

  • Provide first-level support to end-users for ECTO and SFTT application.
  • Respond to incoming support tickets, emails, and phone calls in a timely and professional manner.
  • Troubleshoot and resolve user issues related to time off requests, time tracking, and other functionalities within the applications.
  • Assist users with system navigation, user access, and basic navigation.
  • Document and track all support tickets, including the nature of the issue, steps taken to resolve it, and any additional follow-up required.
  • Collaborate with Level 2 and Level 3 support teams to escalate and resolve complex issues that cannot be resolved at the first level.
  • Provide clear and concise instructions to end-users on how to use the applications effectively.
  • Conduct user training sessions and create user documentation to enhance user understanding and adoption of the applications.
  • Stay updated with the latest features, enhancements, and updates of both applications.
  • Collaborate with cross-functional teams, such as HR, Payroll, and IT, to ensure seamless integration and data accuracy between the applications and other systems.
  • Assist in testing new system releases, patches, and updates to ensure they are functioning correctly and without any adverse impact on user experience.
  • Continuously identify opportunities for process improvements and provide suggestions to enhance the efficiency and effectiveness of the applications.
  • Adhere to established service level agreements (SLAs) and prioritize support tickets based on urgency and impact on business operations.
  • Maintain a high level of professionalism, confidentiality, and customer service orientation while interacting with end-users.
  • Stay updated with industry best practices and trends related to time off management and time tracking to provide proactive support and recommendations to end-users.

Nestlé is committed to providing equal opportunities without any discrimination on the grounds of age, color, disability, origin, nationality, religion, race, gender, or sexual orientation. We are an equal opportunity employer, and we value diversity at our company. For any reasonable accommodation in the recruitment process for persons with disabilities, kindly reach out to your recruiter. Reasonable accommodation includes any appropriate modifications to ensure that persons with disabilities are provided an equal platform in the recruitment process.

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