- Company : Ericsson
- Website : www.ericsson.co
- Job Role : Helpdesk
- Eligibility :NBE/BTech
- Experience : 0 - 3 Years
- Job Location : Noida
Company Profile:
Ericsson is world’s leading provider of communications technology and services. Our offerings include services, consulting, software and infrastructure within Information and Communications Technology. Using innovation to empower people, business and society, Ericsson is working towards the Networked Society: a world connected in real time that will open up opportunities to create freedom, transform society and drive solutions to some of our planet’s greatest challenges. We are truly a global company, operating across borders in over 180 countries, offering a diverse, performance-driven culture and an innovative and engaging environment. As an Ericsson employee, you will have freedom to think big and the support to turn ideas into achievements. Continuous learning and growth opportunities allow you to acquire the knowledge and skills necessary to progress and reach your career goals. We invite you to join our team. Job Description:
- Receive, manage and record requests receiving either by phone, mail or Tickets.
- Probe the users to identify the actual root cause of the issue and troubleshoot it with all available resources.
- Forward technical support issues that cannot be addressed by the Service Desk to the appropriate technician (Level 2 or Escalation Team).
- Troubleshoot and resolve end-user IT, Tools, Network and connectivity, software related problems, including all issues which fall under the scope of support for EGI.
- Work as a team member, providing support to colleagues as and when required.
- Able to react to change productively and handle other essential task as assigned.
- Share new solutions with the group as part of “Sharing Best Practices”.
- Work the line manager during Year review of targets and participate in group and 1 on 1 discussion with the Line manager.
- Contribute & Participate for the overall improvement of the program / company.
Job Responsibilities:
- Document all Incidents & Service Request in the Ticketing System with appropriate details of the user.
- Ensure that all detailed required (incl Mandatory fields) for the issue are documented in the Ticketing system.
- Work with the Internal Teams to ensure that the users’ issues are fixed in a timely manner.
- Provide support and resolve problems to the end user’s satisfaction.
- Monitor and respond quickly and effectively to requests received as per the SLA defined in the process.
- Monitor Service Desk for tickets assigned to the queue and process first - in first - out based on priority.
- Document internal procedures.
- Assist with on boarding of new users.
- Co-ordinate with team members in identifying new solutions for existing and unresolved issues.
- Follow all defined process religiously and raise feedback and suggestions to the appropriate stakeholders.
- Report all issues that needs attention from the Ticketing system.
- Willing to work in shifts in a 24/7 support team.
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