Junior Support Consultant
Junior Support Consultant – Pune, India.
Hyde Park Solutions serves key clients across the globe through multiple different time zones. Our customers keep the world running – that’s why our support desk never sleeps. If you think you’ve got what it takes to provide a first class and enthusiastic support service, we’d love to hear from you.
As a Junior Support Consultant, and member of the Hyde Park Solutions Service Desk, your key responsibilities will include:
|1||Be the first point of contact for all incidents and requests for customers logging tickets via the HPS Service Desk tool Go-to-Assist and provide a handover to other members of the Service Desk team at the end of each shift.|
|2||Review all new Incident and Request tickets and either resolve directly using specific guidelines or assign to the appropriate technical resource in line with customer Service Level Agreement (SLA) expectations.|
|3||Monitor ticket progress to ensure adherence to customer SLAs and liaise with technical team if required.|
|4||Support the technical team in the use of Change and Release processes.|
|5||Escalate any recurring tickets, SLA issues or queries with customer portal accounts to the Support Services Manager.|
|6||Display a high level of customer service to all colleagues and customers.|
|7||Work to set systems, processes and procedures, including those for data protection and confidentiality.|
|8||Undertake training on applications and operating systems (if no prior experience) to support technical teams.|
|9||Perform other duties commensurate with functional level and responsibilities.|
Candidates will, ideally, possess some of the following key skills, although full training will be delivered. Candidates will be expected to undertake shift-work as part of their duties.
|1||B.E./ B.Tech/MCA (including 2017 and 2018 Passouts). 60% across 10th, 12th, and Graduation|
|2||Excellent verbal and written English language skills and proficient in Microsoft Office applications.|
|3||Ability to work to short timelines, to consistently meet routine deadlines and work as required to resolve problems in order to meet deadlines which may be impacted by unforeseen problems.|
|Desirable Requirements (Training will be provided where necessary)|
|1||Experience of working on a 1st, 2nd or 3rd line IT Support Helpdesk.|
|2||More than 1-year prior work experience in an IT environment.|
|3||Relevant IT qualifications or certifications and prior knowledge of ITIL.|
|4||Experience of working with predefined Incident and Change Management processes.|
|5||Working knowledge of the following IT systems and applications:
· Microsoft Operating Systems (Desktop & Server), Active Directory, DNS, Server & Desktop Management, Visual Basic for Applications (VBA).
· Oracle & SQL Servers.
· Networking, especially VPN’s and being able to use ping/tracert to identify basic issues.
|6||Working knowledge of the following Oracle Primavera Applications: OPPM, EPPM/P6, Unifier, BI Publisher, Risk Analysis and Analytics.|
The successful candidate will join our India team based in Pune, and will receive a very competitive salary and enrolment onto the generous company benefits scheme.
For more information on this role please email firstname.lastname@example.org stating the position you are applying for in the title. Please include your CV for consideration.
Successful candidates will be contacted and invited to the next stage of the interview process.