Service Desk Agent / Associate
Varian Medical Systems Inc
India, Pune
4d ago

About Varian

When you join Varian, you’re joining an organization with nearly $3 billion in annual revenue, and more than 6,500 team members across more than 30 countries.

You’ll be backed by a culture that is centered on fostering your creative potential, and experience the full support of an organization and leadership committed to inspiring you to do your best work.

Together, we can make an impact on our customers, each other, and millions of lives. At Varian, you’ll find yourself surrounded by some of the world’s best and most creative talent, working together with a singular goal our mission to help save lives.

Our technology helps clinicians fight cancer, and the work you will do can support this important goal. Whether your focus is Legal, Human Resources, Government Affairs, Finance or IT, joining our Corporate Services team means you’ll contribute to Varian’s success as a global cancer fighter around the globe.

Position Summary

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.

DUTIES INCLUDE BUT ARE NOT LIMITED TO

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.

Analyzes and resolves incidents and requests regarding use of application software or hardware.

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

KNOWLEDGE, SKILLS & ABILITIES

Required :

Excellent in Verbal and Written communication (English).

Excellent communication skills

Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology.

Demonstrated ability to learn customer support processes and techniques.

Strong analytical skills.

Ability to solve problems.

Competency in MS Office Suite.

Customer friendly mindset

Preferred :

Prior experience supporting customers in use of application software.

Competency in Customer Care and Customer Success.

Proficiency in using support software tools.

Strong understanding of Customer Support terminologies.

EDUCATION

Bachelor’s degree preferred.

EXPERIENCE

Fresher, Six month - to One year of work experience

Become part of our team

You’re just one click away from the most impactful work you’ll ever do. Apply now and join our mission to save lives. Someone, somewhere, will be glad you did.

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