Company SunGard
Website www.sungard.com
Eligibility Technical Degree or equivalent
Experience Freshers/Exp
Location Pune
Job Role IT Support Engineer
JOB SUMMARY:
Company Profile :
SunGard is one of the world’s leading software and technology services companies. SunGard has more than 17,000 employees and serves approximately 25,000 customers in more than 70 countries. SunGard provides software and processing solutions for financial services, education and the public sector. SunGard also provides disaster recovery services, managed IT services, information availability consulting services and business continuity management software. With annual revenue of over $4 billion, SunGard is the largest privately held software and services company and was ranked 480 on the Fortune 500 in 2012.
Job Description :
Responsible :
- Log all incoming inquiries onto ticketing system (salesforce.com)
- Analyze inquiries submitted by employees via web, email or phone and respond in a timely manner
- Assign all non 1st line calls to appropriate regional IT team
- Retain ownership of inquiry through to resolution, providing regular updates on progress to requester
- Escalate inquiries as appropriate
- Ensure achievement of service level agreements (SLA’s)
- Update and maintenance of Knowledge Base tool
- Work & maintain a high level of communication with Extended Global Helpdesk team to achieve Goals.
- Focus on Customer Satisfaction and Advocacy.
- Provide technical support, troubleshooting & resolution of issues in multiple languages.
- Thrive in a situation without Supervision all day.
Requirements :
- English language skills – Mandatory
- Good knowledge of Microsoft Office – Mandatory
- Good knowledge of Windows XP/Vista – Mandatory
- Mandarin language skills - Mandatory
- Basic knowledge of Active Directory & Networking protocols.
- Previous technical helpdesk & desktop support experience
- Meticulous, diligent & an eye for detail
- Ability to manage expectations
- Process-driven
- Ability to multi-task & willingness to work in multi-shifts as per business requirements.
- Team player
- Confident and professional at all times.