Associate Support Engineer - IT Service Desk

Associate Support Engineer Job Title : Executive- L1 Support Organization Name: NEC Corporation India Pvt Ltd. Reporting Relationship : project Manager Role Summary : The purpose of this role is to provide Service Desk 1st level Technical Support for Incident and Service Request resolution to ICT customers within agreed service levels whilst achieving high customer service and quality standards. Responsibilities: Ensuring the best customer experience by providing superior level of customer service and maximum availability at all times Log all incidents, service requests and problems, accurately following the practices defined for each process, including updates to existing tickets Diagnose, prioritise, troubleshoot and resolve incidents where possible, or escalate where necessary, within Service Levels, following pre-defined processes accurately in an ITIL environment Timely and accurate documentation of work performed, to the standard required and using the systems, processes and/or methods specified. Proactively develop knowledge articles to improve the resolution process and increase customer satisfaction in line with continual service improvement strategies Prerequisites: Any Graduate with 0-6 months of experience. Meet or exceed all internal KPIs. Maintain technical and product knowledge and expertise, through research and self-development to ensure support remains efficient, effective and relevant to the business needs of the customer. Ability to effectively communicate and build relationships with customers. Provide a high level of technical and operational support to customers, both external and internal. Excellent and Effective verbal and written communication skills in English Language. Ability to work effectively in a team environment Pleasant, professional, and courteous personality skills. Base Location: - Noida, but flexible to Travel. Specialization Description General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: Providing customer service and support via phone, online chat, or text including: Call center-based customer support in response to a high volume of low complexity inquiries Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including: Acting as liaison between customers, production and distribution departments related to specific customer orders Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets. Level Description An experienced support level position that requires a basic knowledge of a given job area and tools, typically seen through work experience as well as vocational or technical training. Works under moderate supervision. Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures. Communicates information that requires some explanation or interpretation to achieve business results for a given area of a department or function. Experience Level Mid Level