Service Desk Associate English
Varian Medical Systems
Pune, India
6d ago

We're driving toward the ultimate victory : a world without the fear of cancer.

Work Location : Magarpatta Pune

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

Job Summary :

  • 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.
  • Prepares correspondence and reports in Japanese and English as needed.
  • Translates confidential e-mail and other written documentation from Japanese to English, and English to Japanese as needed.
  • Interprets in-person and video conference meetings as needed.
  • Schedules internal and external meetings, including international conference calls and video conferences.
  • Qualifications

    KNOWLEDGE, SKILLS & ABILITIES

    Required :

  • Excellent in Verbal and Written communication (Japanese-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

    We're unleashing the power of technology and human ingenuity to achieve new victories in the fight against cancer. Join us and have a global impact.

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