Job Responsibilities:
Provide Tier I support to Nokia's services/service lines in an 24 * 7 environment (3 rotating shifts)
· Monitoring resource boxes and monitoring tools
· Receiving calls, first-line Customer liaison
· Recording and tracking Incidents and complaints
· Keeping Customers informed on request status and progress
· Making an initial assessment of requests, attempting to resolve them
or refer them to someone who can, based on agreed service levels
· Monitoring and escalation procedures relative to the appropriate
· Following up on pending escalations and open tickets
· Managing the request life-cycle, including closure and verification
· Monitoring resource boxes and monitoring tools
· Receiving calls, first-line Customer liaison
· Recording and tracking Incidents and complaints
· Keeping Customers informed on request status and progress
· Making an initial assessment of requests, attempting to resolve them or refer them to someone who can, based on agreed service levels
· Monitoring and escalation procedures relative to the appropriate
· Following up on pending escalations and open tickets
· Managing the request life-cycle, including closure and verification
· Communicating planned and short-term changes of service levels to Customers
· Coordinating second-line and third-party support groups
· Providing management information and recommendations for service improvement
· Identifying Problems
· Highlighting Customer training and education needs
· Closing Incidents and confirmation with the Customer
· Contribute to improvement initiatives to internal processes and work practices
· Assist with planning activities and complete delegated tasks where appropriate
Qualification B.E/B. Tech or MCA/BSc Computer Science
Experience 0-1 years
· Skill Requirement
· Willing to work in 24 * 7 environment
· Good Analytical & Problem Solving skills
· Good debugging/Troubleshooting skills
· Good knowledge of MS Office tools like Excel and PowerPoint is desirable
· General IT awareness
· Strong verbal & written Communication Skills
· Good Interpersonal skills & Positive attitude
· Team player with focus on customer care
· Flexibility in work timing; approach and behavior
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