22 Mar

Support Analyst Itsd Jobs Vacancy in Qualcomm Hyderabad

Support Analyst Itsd
Hyderabad TS
22 Mar, 2018 27 days ago

Qualcomm Hyderabad urgently required following position for Support Analyst Itsd. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

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Support Analyst Itsd Jobs Vacancy in Qualcomm Hyderabad Jobs Details:

India - Hyderabad

Job Overview
JOB SUMMARY & RESPONSIBILITIES: Provide first level technical support with an emphasis on customer service for PC, MAC, Linux, UNIX, networking, enterprise applications and printer problems. Act as central point of contact for peripherals and office systems technologies such as e-mail clients, broadband access, remote access methods, software based firewalls, virus scanning software for Qualcomm's employees worldwide Work in 24/7 rotational shift Answer incoming phone calls to HelpDesk, Chats, and Emergency line Respond to emails and self-service incidents to the ticketing system Utilize current problem management and knowledge management software in accordance with standard operating procedures to track all inbound calls, incidents, chats, and service requests Actively listen to each customers request, confirm an understanding of the issue, diagnose the problem, provide an accurate and well thought out solution Document all call information that pertains to the incident; this includes: oTroubleshooting steps oClosed notes oEscalation notes Collaborate with peers, leads, management, and various escalation groups to troubleshoot and resolve customer issues Provide feedback regarding knowledge base articles and procedures Assist in pre-deployment testing for enterprise-wide product releases Analyst needs to be aware of Call Queues, Email queues, work related email and the overall status of the department. Utilize mail lists and group chat to keep informed of outages, issues, and policy changes. Assists in training new hires (job shadowing) Assigned to work weekly chat support Must be able to execute business processes such as Service Continuity plan Must be able to work a weekend schedule, open or closing shift, with minimal supervision CORE COMPETENCIES: Proven work experience as a Help desk supervisor Solid technical background with an ability to give instructions to a technical/non-technical audience. Customer-service oriented with a problem-solving attitude. Excellent written and verbal communications skills. Good analytical skills and reporting. Team management skills Typically reports to a manager or head of a unit/department.

Minimum Qualifications
High School Diploma or equivalent.
1+ years experience in IT or Engineering Support or related area.
1+ years experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).

Preferred Qualifications
Bachelor's degree in IT-relevant field.

Education Requirements
Any Bachelors degree

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