IT Service Desk Associate

1 week ago

Pune, India Varian Medical Systems Full time

Together, we can beat cancer.

At Varian, a Siemens Healthineers Company, we bring together the world's best talent to realize our vision of a world without fear of cancer. Together, we work passionately to develop and deliver easy-to-use, efficient oncology solutions.

We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.

If you want to be part of this important mission, we want to hear from you.

Act as a Service Desk Agent of the Global Service Desk as part of Infrastructure Managed Services. Handling user inquiries through different communication channels, primarily over phone and in self-service tickets. Willingness to work in all different shifts of a 24x7 support organization.
- Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
- Uses the appropriate categories for logging incidents and requests.
- Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
- Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
- Logs and tracks incidents and requests from identification through resolution.
- Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
- Documents resolutions and updates self-help and staff knowledge base.
- Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
- Adheres to and supports standards, policies, and procedures.
- Maintains and protects confidentiality about all aspects of Customers.
- Adheres to Code of Conduct and Mission and Value statements.
- Performs other duties as assigned.
- Handles user inquiries through different communication channels, primarily over phone and in self-service tickets
- Willingness to work in all different shifts of a 24x7 support organization
- Provide technical assistance on Windows Operating system, Network, Application related issues, co-ordinate with other Technical groups.
- Schedules internal and external meetings, including international conference calls and video conferences.

Qualifications Required: Graduate in any stream.

Experience (Years): 2-6 years

KNOWLEDGE, SKILLS & ABILITIES:
Required:

- Excellent in Verbal and Written English.
- Demonstrated ability to learn customer support processes and techniques.
- Strong analytical skills.
- Ability to solve problems.
- Competency in MS Office Suite.
- Preferred:

- Competency in Customer Care and Customer Success.
- Proficiency in using support software tools.
- Strong understanding of Customer Support terminologies.

Varian is required to comply with all local and applicable regulations that may be associated with vaccine requirements for certain roles.
Fighting cancer calls for big ideas.
We envision a world without fear of cancer. Achieving this vision takes dedication and commitment from all of us, every single day. That's why we celebrate and value the distinctly beautiful and intersectional identities of each of our employees. We are a mirror of our patient-base, which allows us to innovate. Big ideas come from everywhere, and the best ideas are fostered by our unique individual experiences. At Varian, we encourage you to bring your whole self to work and believe your bold and authentic perspective will help to power more victories over cancer.
TogetherWeFight

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