Name Of The Company: CA Technologies
Experience Required: 0 to 1 year
Educational Qualification: Any Graduate
Job Designation: IT Customer Support Analyst
Functional Area: Application Programming
Type of Industry: IT-Software Services
Required Candidate Skills :
- Apply acquired job skills and company policies and procedures to complete assigned tasks.
- Develop applied knowledge of ITIL incident and problem management techniques.
- Give and receive information such as options, technical direction, instructions and reporting results
- Strong communication and interpersonal skills required to understand, troubleshoot and calm problem situations.
- Basic office equipment and Microsoft Office.
- Has solid foundation in many of the critical IT competencies needed to perform the job.
Job Responsibilities :
- Work in either Service Desk or on the client site to coordinate, diagnose and troubleshoot incoming employee calls or incident tickets.
- Provide highly visible customer support through the performance of onsite installation, as well as overseeing any necessary diagnosis, troubleshooting, service and repair of complex equipment and systems.
- Provide support services to employees with information technology issues involving applications or data, and educational technologies.
- Provide timely resolution of problems or escalation on behalf of customer to appropriate personnel, and provides case status updates to management and end-users.
- Develop, document and implement standard operating procedures and customer service guidelines.
- May be involved in supporting conferences and large training meetings of users in one location. During these times, local support is critical and provides proactive time for upgrades, maintenance, etc.
- Make routine or required customer actions to meet customer needs. Respond promptly and accurately to customer complaints, inquiries and requests for information and coordinate appropriate follow-up. May handle escalated issues passed on from co-workers or subordinates.
- During times of emergencies, outages and project planned work; be on call and available until the event is addressed. During system conversions, extra effort may be required in order to ensure the roll out of the system is successful.
- Perform other job-related duties as assigned.
Work Location: Hyderabad
About company:
CA Technologies (Nasdaq: CA) is an IT management software and solutions company with expertise across all IT environments--from mainframe and physical, to virtual and cloud. CA manages and secures IT environments and enables customers to deliver more flexible IT services. CA Technologies innovative products and services provide the insight and control essential for IT organizations to power business agility. The majority of the Global Fortune 500 relies on CA Technologies to manage their evolving IT ecosystems. Founded in 1976, CA Technologies serves customers in virtually every country in the world and reported revenue of $4.8 billion in fiscal year 2012.
Website: www.ca.com
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