Walkin at ISoft Chennai on 14th march 2009

chitti on March 13th, 2009 | 3 views

TECHNICAL SKILLS:

Knowledge and experience in Windows/Server2000, XP, and Windows 2003, MS Office Suite, Desktop and Server applications (Active Directory, Exchange, etc), Messaging solutions, Citrix, VMware, Remote access/control tools, Laptops, Workstations, Printers, Blackberry Devices, Pocket PC PDAs, LAN/WAN networking, Firewall, VPN

Avocent LANDesk or equivalent Service Desk system
Good working knowledge of ITIL

Analytical and Problem solving skills

Shows ability to analyze and deal with problems that may impede achievement – can break down problems into component parts, generate alternatives and choose the most appropriate solution.
Can identify patterns, recognize potential

Experience:2 – 5 Years

Walkin Interview Details:

Date: 14th march 2009
Venue:
iSOFT
New # 19, Hafiz Court,
Kodambakkam High Road,
Nungambakkam,
Chennai,Tamilnadu,INDIA 600034

MAIN RESPONSIBILITY:

Providing an initial assessment of all Incidents making a first attempt at Incident resolution and/or referral to the appropriate resource, based on agreed SLAs

To monitor and check progress on referred Incidents and Service Requests keeping customers informed of progress until resolution

Ensuring escalation procedures are followed as soon as any non-conformance of SLA timescales are identified, communicating regular progress updates to the Team Lead

To work within a staggered shift pattern and participate in rota outside of core working hours, including weekends, to ensure continuity of service provision to Customers.

Act as the Global Service Desk central-point-of-contact for Incidents and Service Requests for ICT Services

Providing 1st level support to Customers on Incidents & Service Requests reported to the Global Service Desk over telephone, call-logging system, email and personnel requests.

To receive, log, classify and prioritize Incidents & Service Request reported by Customers and retain ownership of them until closure

Ensuring all Incidents & Service Requests are actioned in a timely manner and that the call number and estimated timescales are accurately communicated back to the customer

CERTIFICATION:

Graduate or greater in science/engineering MCSE, CCNA or equivalent (desirable) ITIL Foundation (desirable)

BUSINESS AND BEHAVIOURAL SKILLS:

Customer Service

Clearly establishes mutual expectations with customers to ensure satisfaction. Gives customers all the information they need and offers service beyond their expectations. Personally commits to fulfilling a customer needs or addressing their problems. Tries to identify the real needs of the customer, including those not necessarily stated.

Communication

Has the ability to communicate to customers at all levels in a clear, articulate fashion. Demonstrates good telephone, written and verbal communication skills. Shows good listening and questioning ability. Displays assertiveness and questioning skills while communicating

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