Associate Manager

Reporting Relationship: Project Manager

Work location :- Candidate will be deputed at the client location in Delhi NCR. Working hours will be as per the client’s office schedule. Candidate must visit office every day. No Work from home option.

Role Summary:
We are seeking a highly motivated Service Desk Engineer to provide exceptional technical support and customer service to our clients. The ideal candidate will be responsible for managing incidents and service requests, ensuring timely resolutions within defined SLA, and maintaining a high level of customer satisfaction. A good understanding of Linux systems, networking, Automation and troubleshooting, combined with strong communication skills in English, will be essential.

Key Responsibilities:

• Serve as the primary point of contact for all incidents, service requests, and inquiries, ensuring each has a designated owner and is resolved within the SLA.
• Monitor, track, and manage issues through the CRM process, ensuring no incidents get bottlenecked and are resolved efficiently.
• Provide support by understanding customer needs, mapping workflow processes, and analyzing technical requirements or gaps.
• Analyze technical problems reported by end users via email, calls, or chat, and provide the first level of business perspective solutions.
• Ensure continuous support to clients and stakeholders, proposing resolutions and managing customer expectations.
• Exposure to BOT automation / RPA tools such as UiPath, including basic understanding of workflow design, bots execution, and automation use cases
• Track all cases to ensure timely responses, maintaining updates on incident status, progress, and history in the CRM.
• Monitor ongoing service requests and incidents, ensuring timely communication to end users.
• Collaborate with senior teams and stakeholders to resolve escalated issues and monitor the status of incidents.
• Ensure contributions towards the overall Total Customer Experience are met and maintain a high standard of service quality.
• Create and update knowledge base articles to document solutions for recurring issues.
• Ensure stability of the network and hardware infrastructure by monitoring and troubleshooting when necessary.

Skills, Knowledge, and Experience:

• ITIL Knowledge: Case management, ticketing tool lifecycle experience.
• Linux: Basic knowledge to maintain and develop Linux infrastructure uptime services and troubleshoot Linux-based servers, hardware, and applications.
• Understanding of REST API and experience with the curl command line tool.
• Networking: Ability to troubleshoot network monitoring problems effectively in a network/infra monitoring environment.
• Technical Tools: Proficiency in MS Office (Excel, Word), and experience with computerized data entry and network monitoring tools.
• Strong analytical skills and attention to detail.
• Customer Service: Experience managing service requests and incidents, meeting quality assurance requirements and performance metrics.
• Certifications: MCSE, MCP, ITIL certified professionals preferred.
• Availability: Ability to work in a 24/7 environment and in rotational shifts.

Preferred Skills:

• Basic knowledge of Windows, UI Path, and advanced MS Office tools.
• Experience in BOT automation or support roles is an advantage.

Experience:-

• Minimum of five years of relevant professional experience in the field.