Bentley Recruitment 2018 for Service Desk Analyst | B.E/B.Tech/Any degree | Pune
Serve as the primary support liaison between the Customer and Bentley Systems.
Promote and maintain a high quality, professional, service-oriented company image for all Bentley customers.
Provide and deliver a high and consistent standard of customer service aligned with the contracted Service Level Agreements.
Work with the IT Team and Level 2 and 3 support teams to resolve all customer incidents and requests.
Resolve and document all customer incidents and requests. Leverage the Bentley Service Management system for documenting all incidents and requests.
Diagnose, troubleshoot, and resolve incidents following documented procedures and solutions.
Meet and/or exceed industry best practices for First Call Resolution.
Keep Customers informed of the progress of all escalated incidents and requests.
Ensure all support documentation is updated in a timely fashion.
Responsible for working with other’s in Technical Support, Development, Services or Sales organization to ensure that Customer incidents and requests are resolved and/or fulfilled within the specified Service Level Agreement.
Handle inbound call and email traffic to resolve colleague incidents
Analyze any incoming incident to ensure correct identification, registration, categorization, prioritization;
Handle correct routing and escalation of tickets;
Provide colleagues with status updates concerning help tickets;
Diagnose, troubleshoot, resolve incidents following documented procedures and solutions;
Create Service Desk procedures;
Verify Service Desk procedures;
Create knowledge base articles;
Verify knowledgebase articles for validity;
SAP user account creation and maintenance.
Creation of accounts in SAP CRM, R3, Portal, and BW
Add roles as requested
Troubleshoot SAP access issues
1 to 4 years’ experience as a Support Analyst;
Fluency in English both verbal and written is a must, skills in other languages are a plus;
Excellent telephone and written communications;
Strong customer service focus
Excellent follow up and time management skills
Bachelor’s Degree or equivalent work experience
Ability to document and troubleshoot is a must.
Expertise in Microsoft Office suite and other operating platforms.
Expertise in remote Desktop support tools
ITIL Certified a Plus;
Existing knowledge Bentley Systems MANAGED Services offerings;
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