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Maples ESM Technologies Ltd
  Company Profile
Maples ESM Technologies is focused on Enterprise Solutions.

Our Consulting Practice includes Enterprise Systems Management (ESM) and Enterprise Application Development and Integration. Maples ESM Technologies offers consulting services with a huge in-house talent pool.

 
  Job Details 
Title: 

System Analyst - IPSS - Chennai, Tamil Nadu

Posted On:  11/25/2016 1:35:10 AM
Designation: 

System Analyst - IPSS

Qualifications:  Bachelor Degree
Essential Skills: 
Not specified
Job Tenure:  Full-time Only
Salary Offered:  DOE
Job Location:  Chennai Tamilnadu India

  Job Description
KEY RESPONSIBILITIES
Receive customer problems escalated from SDI and event management team for IT related service problems
To facilitate the restoration and fulfillment of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities
Act as the 2nd level of escalation for problem resolution
Apply customer service skills to draw any further required diagnosis information from customer
Apply IT knowledge to resolution of problems
To attempt and ensure resolutions on technology related incidents and requests within the Level III/High Severity support team and in case of requirements escalate to Level III Technology Support Teams with relevant diagnosis and documentations.
Work as part of a team providing coverage on 7 day a week, 24 hour per day (24/7) basis
Review Severities to received problems
Ensure customer satisfaction through improved service and quality
Take End to End ownership of Technology incidents and Requests in order to resolve them within agreed objectives and to the satisfaction of customers.
Identify and highlight to the appropriate authority any service concern or improvement opportunity.
Expected to meet or exceed key measures and objectives of your role. Ensure performance, productivity, skill and quality in line with the expectations
Develop understanding of Scope One Technology business solution and seek out improvement opportunities
Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules/ Regulations and Company and Group Policies.
Adherence to the specified standards of Quality and Audit / Risk requirements
To build relationship and network with stakeholders within and outside iPSS, ITSC.
Essential Skills / Aptitude:
Good interpersonal and communication skills
Must be detail oriented, highly organized and able to handle a variety of tasks in an efficient manner.
Strong ethics, loyalty and genuine concern for the needs of others
Adept at applying specialist IT knowledge to specific problem resolution situations
Familiarity with hardware/software components and terminology.
Experience analyzing hardware and software problems and making a diagnosis quickly
Strong customer service background, ability to work in a team environment, enjoy working with people
Strong analytical and statistical skills
Metrics Driven
Self Learner / Quick Learner
Proven ability to Multitask
Crisis Management
Demonstrated customer service skills
Ability to ensure all client requirements are met along with overall client satisfaction.
Adherence to the specified standards of Quality and Audit / Risk requirements
Coordinating with other business functions to develop and implement plans
Ensure proper communication across all lines of authority within the team

  Contact Information
Reference Name (If Any): 





 
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