MESSAGING-OFFICE 365

JOB DESCRIPTION

What's this role about?

Here's How You'll Contribute:

You'll do this by:

Core Skills:

Desired Skills:

How We’d Like You To Lead:

Advantage Zensar

We are a technology consulting and services company with 11, 800+ associates in 33 global locations. More than 130 leading enterprises depend on our expertise to be more disruptive, agile and competitive. We focus on conceptualizing, designing, engineering, marketing, and managing digital products and experiences for high-growth companies looking to disrupt through innovation and velocity.

Zensar Technologies is an Equal Employment Opportunity (EEO) and Affirmative Action Employer, encouraging diversity in the workplace. Please be assured that we will consider all qualified applicants fairly, regardless of race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans’ status.

Zensar Is a Place Where You Are Free To Express Yourself In An Environment That Values Individuality, Nurtures Development And Is Mindful Of Wellbeing. We Put Our People And Customers At The Center Of Everything That We Do. Our Core Values Include:

• Putting people first
• Client-centricity
• Collaboration
  
  

Grow. Own. Achieve. Learn. with Zensar

RESPONSIBILITIES

Providing first level of support for customer on incidents and requests using basic technical and service knowledge

• Monitoring Incident and Service Request queues in the ITSM tool and their assignment to other team member within the defined SLAs
• Answer phone calls and create incidents and services requests in ITSM tool and own them or reassign them to team members and work on them in timely manner
• Assuming initial ownership for the coordination, investigation and documentation of incidents and service requests
• Identify and resolve incidents and service request using the relevant knowledge base articles, standard work documents and other technical resources
• Performing initial level of diagnosis incidents and service requests resolving them within the defined SLA
• Monitoring the environment/infrastructure and Interpreting errors at a basic level and assessing the risk of events and escalating appropriately to L3 Support.
• Ensuring proper documentation for all incidents and requests
• Following up on incidents and service requests to ensure customer satisfaction
• Monitoring issues until they are resolved
• Developing and maintaining an understanding of customer Service Level Agreements
• Should follow best practices for incident and service request management to ensure quality of service
• Ability to always provide end users with outstanding customer care and service.
• Present a positive, effective, and flexible contribution to achieving team targets and objectives
• Adhere to all Policies & Procedures
• Protect confidential and sensitive information and materials
• Collaborate with other team members to provide high quality support
• Ensure constant self-development using day to day work, training, and any other available tool
• Attend feedback sessions with Assessment Team
• Be available for work at the scheduled shift start time and be logged on to the attendance management system.
  
  

Technical Skills:

• Knowledge on Exchange, Office365
• Outlook troubleshooting and Mail flow Troubleshooting
• Teams and SharePoint knowledge (Add on)
• Troubleshooting knowledge on Windows and System related issues
  
  

QUALIFICATIONS

Providing first level of support for customer on incidents and requests using basic technical and service knowledge

• Monitoring Incident and Service Request queues in the ITSM tool and their assignment to other team member within the defined SLAs
• Answer phone calls and create incidents and services requests in ITSM tool and own them or reassign them to team members and work on them in timely manner
• Assuming initial ownership for the coordination, investigation and documentation of incidents and service requests
• Identify and resolve incidents and service request using the relevant knowledge base articles, standard work documents and other technical resources
• Performing initial level of diagnosis incidents and service requests resolving them within the defined SLA
• Monitoring the environment/infrastructure and Interpreting errors at a basic level and assessing the risk of events and escalating appropriately to L3 Support.
• Ensuring proper documentation for all incidents and requests
• Following up on incidents and service requests to ensure customer satisfaction
• Monitoring issues until they are resolved
• Developing and maintaining an understanding of customer Service Level Agreements
• Should follow best practices for incident and service request management to ensure quality of service
• Ability to always provide end users with outstanding customer care and service.
• Present a positive, effective, and flexible contribution to achieving team targets and objectives
• Adhere to all Policies & Procedures
• Protect confidential and sensitive information and materials
• Collaborate with other team members to provide high quality support
• Ensure constant self-development using day to day work, training, and any other available tool
• Attend feedback sessions with Assessment Team
• Be available for work at the scheduled shift start time and be logged on to the attendance management system.
  
  

Technical Skills:

• Knowledge on Exchange, Office365
• Outlook troubleshooting and Mail flow Troubleshooting
• Teams and SharePoint knowledge (Add on)
• Troubleshooting knowledge on Windows and System related issues