Service Desk Support Analyst

1 week ago

Vadodara, Gujarat, India Paul Mason Consulting Full time ₹ 3,00,000 - ₹ 4,50,000 per year

Summary of the position

Support services provide high quality operational and technical application and systems support to PMC's customers and internal business functions. This role is crucial to ensure great customer satisfaction for our customers and resolving the customers issues at first point of call. As our support team is colocated in the UK and India, cross cultural awareness and the ability to communicate is essential. This is a customer service role but an interest in technology and providing impeccable service to our customers is key.

Key accountabilities

  • Coordinating with the Management team, Baroda, and other Team Leader(s) to deliver the dayday activities to ensure a good level of service is delivered to our customers
  • Answer incoming calls in a professional and courteous manner, in line with PMC standards and within set SLAs
  • Log calls accurately, in real time, and to PMC standard in IMS, relating to all data including initial problem description; Assignment to third parties; Actions taken; Call closure
  • Support the application support management team to continually improve the standard operating procedures and support best practices
  • Manage tickets through to resolution, ensuring all updates and relevant communications are recorded.
  • Provide caller with their unique ticket reference number
  • Analyse the reported problem by asking prbing and relevant questions
  • applying wn system knowledge
  • using reference dcuments and manuals
  • site History
  • accunt handbook
  • reference t knowledge base
  • requesting assistance frm team members in the UK or India
  • Make outbound calls to customers and 3rd parties ensuring all the relevant information is passed on and accurately logged
  • Provide regular client and internal communication on assigned activity and incidents ensuring that interested parties are clear on their status, highlighting any issues that might impact delivery in the defined timescales to the application support management team
  • Continually protect the PMC brand by ensuring an awareness of the impact of nondelivery on PMC's reputation with the client

Please note, that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business.

Skills and Experience | Essential

  • Fully fluent in English
  • Experience in either a technical or customer service support environment, preferably highvolume inbound calls
  • Excellent interpersonal and communication skills
  • Extensive problemsolving skills

Skills and Experience | Desirable

  • Experience within the retail, hotel or leisure environment, with an insight of systems such as tills / EPOS, PMS / reservation systems etc
  • Experience in providing services to agreed SLAs

Personal attributes

  • Strong customer service and support focus with a desire to deliver a highquality service
  • A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working
  • Selfmotivated and highly professional with ability to follow through on tasks
  • Empathy and the ability to communicate both internally and externally
  • Ability to multitask, work under pressure and to tight deadlines
  • A desire to learn and improve skills and knowledge
  • Adaptable and flexible to business demands
  • Strong organisational and planning skills
  • Positive 'cando' attitude, team player

  • Customer Support Analyst

    3 weeks ago

    Vadodara, Gujarat, India Rawalwasia Textile Industries Private Limited Full time

    Job DescriptionJob Title : Customer Support AnalystCompany Name : - Patel ProcessingLocation: Gotri - Sevasi Rd,, Vadodara, GujaratExperience Required: 0.6 months to 2 yearsEmployment Type: Full-TimeShift: US Shift RotationalLocation: Timings: Shift : 7:30 PM IST to 5:30 AM IST, 5:30 AM IST to 3:30 PM IST, 2 PM IST to 12 PM ISTJob Summary:thusiastic and...

  • Urgent Requirement For Front Desk Customer Service Representative

    2 weeks ago

    Vadodara, Gujarat, India beBeeCustomerService Part time ₹ 2,50,000 - ₹ 3,50,000

    Front Desk Receptionist PositionThe ideal candidate will be responsible for effectively managing front desk operations within a hospital setting.Providing exceptional customer service to patients, visitors, and staff is crucial for success in this role.Handling phone calls, emails, and walk-in inquiries with professionalism is essential.Maintaining accurate...

  • Admin / Front Desk Executive

    2 days ago

    Vadodara, Gujarat, India TalentPro Manpower Solutions Pvt. Ltd Full time ₹ 3,36,000 per year

    Job Title: Admin / Front Desk ExecutiveIndustry: Financial Services & BrokingExperience: 2 to 3 YearsPreferred Candidate: Female candidates with prior experience; married candidates preferredCompany OverviewThe company is a well-established full-service broking firm offering a wide array of financial products and services. Our portfolio includes equity,...

  • Front Desk Executive

    2 weeks ago

    Vadodara, Gujarat, India Ronak Rocks Full time ₹ 1,20,000 - ₹ 18,00,000 per year

    Seeking a Front Desk Executive with strong communication, a pleasant personality, and presence of mind to manage visitors, calls, interviews, housekeeping, and ensure a smooth front office experience.Key Responsibilities:Keep the Front Desk, Cabins, Meeting Rooms, Conferences, tidy and presentable with all the necessary stationery (pens, forms, paper...

  • IT Technical Support Specialist

    2 weeks ago

    Vadodara, Gujarat, India beBeeHelpdesk Full time ₹ 9,00,000 - ₹ 12,00,000

    We are seeking an experienced IT professional to fill the role of Help Desk Technician.Job DetailsThis is a senior position within our in-house IT department, specializing in innovative solutions.The successful candidate will be responsible for providing technical support to our wider business, including software testing and implementation of IT systems and...

  • IT Help Desk Specialist Level 2

    2 weeks ago

    Vadodara, Gujarat, India AMSYS IT SERVICES PRIVATE LIMITED Full time

    Role: IT Help Desk Specialist Level 2Work Location: Thane, MaharashtraTotal Experience: 3+yearsShift: US Shift Hours & Rotational Shift We are seeking an experienced Help Desk Specialist Level 2 to join our 24x7 NOC, SOC, and Help Desk division. The ideal candidate will be skilled in troubleshooting, configuring, and maintaining a variety of devices across...

  • Customer Support Executive

    4 weeks ago

    Vadodara, Gujarat, India TriOptus Full time

    Job Title: Customer Support Analyst Location: Vadodara, Gujarat Employment Type: Full-Time Openings: 10–15 Experience Required: 0.5 – 2 Years Shift: Rotational US Shifts Shift Timing: 7:30 PM IST to 5:30 AM IST, 5:30 AM IST to 3:30 PM IST, 2 PM IST to 12 PM IST Join Our Dynamic Support Team in Vadodara Are you passionate about delivering...

  • Front Desk Assistant Wanted

    2 weeks ago

    Vadodara, Gujarat, India beBeeReception Full time ₹ 2,16,000 - ₹ 2,64,000

    Job Opportunity We are seeking a skilled Receptionist to manage front desk operations in a real estate company. The ideal candidate should have strong communication skills, a pleasing personality, and basic computer proficiency.Responsibilities: Greet visitors and manage calls professionally, handle front desk operations and correspondence, schedule...

  • Data Business Analyst

    2 weeks ago

    Vadodara, Gujarat, India beBeeDataScientist Full time ₹ 9,00,000 - ₹ 18,00,000

    Business Analyst RoleAbout our organizationWe are a global production company and set of services in production, social media, software, data science, design, and curation.We operate globally in China, India, Qatar, and USA.Our business focuses on three areas: Art, Film, and Health.Job DescriptionWe seek a Business Analyst with strong front-end development...

  • Business Analyst

    3 weeks ago

    Vadodara, Gujarat, India Obrimo Technologies Full time

    About the RoleWe are seeking an experienced Salesforce nCino Business Analyst to join our team. The ideal candidate will have deep expertise in Banking & Financial Services workflows, hands-on knowledge of nCino Loan Origination System (LOS), and strong Salesforce platform experience. You will act as a bridge between business stakeholders and technical...