Convene India Private Limited is a subsidiary of Azeus Systems Holdings (Azeus). Azeus was built by some of the brightest minds in the field of information technology. Starting out with just a core team of three individuals led by an MIT alumnus, it has now evolved into one of the most dynamic and promising organizations with over 300 professionals across its global offices in the UK, US, Malaysia, Canada, Australia, India, the Middle East, South Africa, the Philippines and Hong Kong to name a few. We are one of the first 30 companies worldwide to achieve CMMI Level 5 status a distinction shared with institutions such as the US Air Force, Boeing and contractors for the US Department of National Defense.
Convene India is looking for Service Desk Analysts to be part of our growing support team for our product, Azeus Convene. Azeus Convene is a multi-awarded board portal solution that streamlines the entire meeting process – from pre-meeting preparation to post-meeting document distribution. It has been recognized by reputable institutions across the globe. Our client base has grown exponentially and we have extended our global footprint in over 80 countries.
Service Desk Analysts act as the first point of contact for support cases. They are expected to provide comprehensive Level 2 support for the efficient resolution of application-related issues and requests. Service Desk Analysts must provide an excellent customer-service experience and resolve support tickets in a timely manner.
Responsibilities

  • Attend to support cases via phone, email or online web tools
  • Collect information from users to understand and resolve problems remotely
  • Analyze and categorize incidents to diagnose and resolve them to the best of their ability, and redirect support cases to the right support staff/resource when necessary
  • Advise customers on the appropriate action
  • Utilize available resources and aids in coming up with solutions for problems
  • Accurately log relevant details of all interactions with customers
  • Follow up pending actions from customers and other resources in the organization, and track each call to resolution.
  • Strictly follow support procedures while abiding with privacy guidelines in handling customer information
  • Analyze trends and patterns in incidents, and provide feedback to support managers and the application team
  • Help to maintain the Query and Diagnostics Knowledgebase
  • Conduct customer training
  • Perform other related duties as assigned

Qualifications

  • Bachelors degree in IT or related field
  • At least 1-year related experience in Level 2 Technical or Customer Support
  • Ability to communicate in English, verbal or written, in a concise and clear manner
  • Experience in handling international customers
  • Excellent analytical and problem-solving skills
  • Effective listening skills
  • Ability to multi-task and work in a high-pressure environment
  • Knowledge of MS applications
  • Flexible, can adapt to changing shift schedules
  • Amenable to work on weekends and holidays
  • Experience in ITIL Service Delivery a plus

Available Shifts

  • EU Shift (1:30 P.M. – 10:30 P.M. IST)
  • US Shift (9:30 P.M. 6:30 A.M. IST)
  • AS/AU shift (5:30 AM – 2:30 PM IST)
  • Amenable to work on weekends and holidays

Conditions

  • Must man his/her workstation for long periods
  • Successful completion of background checking will be required

Source link