Scope of Position:
Support and provide helpdesk assistance via phones and e-mails and handle the systems administration on the backend. This includes processes such as password resetting, user setup and educating customers on application usability and processing the tasks logged for the user management queue. The candidate should have the ability to communicate with the clients in English effectively with capabilities to trouble shoot and respond to queries. The candidate should also be able to perform transactional and process tasks with very high attention to detail with extra focus on quality. The candidate is expected to use client systems, work on offline transactional activities and escalate issues and dependencies where needed to both internal and client stake holders.

Responsibilities:
    Answer inbound calls/emails and assist customers who have specific inquiries within the set SLA targets
    Provide personalized customer service of the highest level and maintain KPI’s
    Troubleshoot and resolve problems related to related to system access control, network and server environments
    Analyze the various issues on a piece-meal basis and develop logical solutions
    Follow up events to closure with the highest level of accuracy and dedication
    Create/modify/delete user related access in defined applications
    Perform data extraction from client systems and perform updates
    Communicate and escalate issues and dependencies where needed
    Assist in corporate LAN setup activities and network monitoring
    Develop queries / intermediary reports to gather and analyze information
    Execute work as per set objectives and service level agreements
    Adhere to client IT policies and procedures
    Recommend process and automation improvements to enhance processes and system administration activities

Requirements:
    Part qualification in IT operations with 1 year experience working with information systems and technology
    Excellent communication skills in English, both oral and written
    Experience in handling user setup, configuration and use of user friendly web applications
    Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
    Exposure to tools and applications such as Active Directory Matrix, Expense Anywhere, Payscan, Pathlinks, Service-Now, AMT tools
    Excellent interpersonal skills, with a focus on coaching/ motivational skills, enthusiasm, and positive attitude
    Strong documentation skills
    Very high attention to detail
    Critical Thinking and Problem Solving Skills
    Ability to collaborate and work in a team-oriented environment
    Highly self motivated and directed
    Ability to work independently and manage time effectively to meet tight deadlines.
    Time flexibility towards shifts as per work floor requirements and Ability work on a 8-9 hour roster and provide 24x7 coverage
    Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
    Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments
    A sound knowledge of telephone etiquette

Applications together with detailed CV including telephone/ email contact details of two non related referees should be forwarded to reach the email address below within next ten working days.
Email – careerssl@nadastra.com