Office 365

2 weeks ago

Pune, Maharashtra, India Zensar Technologies Full time

ABOUT

  • Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental, and applied solutions. Our globally diverse team of 62,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $16.9B in revenue last year. We are ranked #133 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,300% over 20 years.
  • At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fastpaced, resultsoriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.

Level 1 -**- Providing first level of support for customer on incidents and requests using basic technical and service knowledge

  • 1. Monitoring Incident and Service Request queues in the ITSM tool and their assignment to other team member within the defined SLAs
  • 2. Answer phone calls and create incidents and services requests in ITSM tool and own them or reassign them to team members and work on them in timely manner
  • 3. Assuming initial ownership for the coordination, investigation and documentation of incidents and service requests
  • 4. Identify and resolve incidents and service request using the relevant knowledge base articles, standard work documents and other technical resources
  • Performing initial level of diagnosis incidents and service requests resolving them within the defined SLA
  • 6. Monitoring the environment/infrastructure and Interpreting errors at a basic level and assessing the risk of events and escalating appropriately to L3 Support.
  • 7. Ensuring proper documentation for all incidents and requests
  • Following up on incidents and service requests to ensure customer satisfaction
  • 9. Monitoring issues until they are resolved
  • 10. Developing and maintaining an understanding of customer Service Level Agreements
  • 11. Should follow best practices for incident and service request management to ensure quality of service
  • 12. Ability to always provide end users with outstanding customer care and service.
  • Present a positive, effective, and flexible contribution to achieving team targets and objectives
  • Adhere to all Policies & Procedures
  • Protect confidential and sensitive information and materials
  • Collaborate with other team members to provide high quality support
  • Ensure constant self-development using day to day work, training, and any other available tool
  • Attend feedback sessions with Assessment Team
  • Be available for work at the scheduled shift start time and be logged on to the attendance management system.

Technical Skills:

  • 1. Knowledge on Exchange, Office36 2. Outlook troubleshooting and Mail flow Troubleshooting
  • 3. Teams and SharePoint knowledge (Add on)
  • 4. Troubleshooting knowledge on Windows and System related issues

Primary Location:
India-Maharashtra-Pune

Job Posting:
Apr 30, 2024

Experience Required (In Years):Minimum
- 4 **Maximum
- 7

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