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14 March 2013

CA Technologies Recruitment For Associate IT Analyst @ Hyderabad


Company Name       CA Technologies

Website:          www.ca.com

Qualification:        B.E/B.Tech

Experience:     Freshers/Experienced

Location:         Hyderabad

Job Role: Associate IT Customer Support Analyst




Job Description:

Technical Skills:

- Knowledge of operational Incident/Problem management tools such as Service Desk, etc.

- High level of proficiency in supporting Microsoft (Windows 7, Windows XP) Operating Systems and MS office products.

- Have a good understanding and experience in PC Hardware Troubleshooting (Preferably Dell, Lenovo)

- Very good knowledge and experience on Laptop/Desktop Imaging process incorporate environments (How to build a system from scratch).

- Have a good understanding and exposure of Blackberries, Iphones, Androids and other Mobile devices.

- Have a good understanding and exposure of the Software delivery solution to the Desktops/laptops in Corporate Environments.

- Have a good understanding and exposure of Antivirus and Malware solutions in Corporate Environments.

- Have a good understanding and exposure of VPN and Wireless solutions in Corporate Environments

- Have an understanding of LAN/WAN setups in offices.


Competent in working on:

- Install, configure and troubleshoot laptop, desktop, printers (Multifunction Devices) and server systems remotely.

- Ability to identify and isolate Network (LAN/WAN) issues.

- Ability to identify and isolate system issues within Microsoft Active Directory environment.

- Install, configure and troubleshoot Mobile/Wireless devices remotely.

- Ensures that all phases of Remote Technical Support including installations, upgrades, software, hardware, operation systems and operating system configuration issues are properly coordinated, monitored, traced, and resolved.

- Ability to conduct problem determination and root cause analysis on the end user operating environment remotely using remote support tools.

- Ability to guide and educate end users when walking them through system troubleshooting that will help in problem determination and resolution

- Ability to communicate highly technical information to both technical and non-technical personnel.

- Ensure that a high percentage of Service Desk calls are resolved at first point of contact through the use of the knowledge base tools and experience. Route or escalate issues to Team Leads or second level support areas as appropriate.
 

Enhance a positive customer experience by:
- Ensure that knowledge base documentation is created or updated with high quality and customer intuitive content.

- Promote the use of customer self-support tools provided by CA, by demonstrating functionality and effectiveness to customers.

- Provide clear and concise data entry updates for all customer interactions in our Service Desk application.

- Be resourceful and innovative to determine who should be contacted to assist with issue resolution when the solution is unknown or not documented. Transfer issues to people/queues when sure of resolution path, escalate to Team Leads for assistance as required.

Soft Skills:
- Excellent customer service and follow-up skills, passion for exceeding customer expectations.

- Excellent interpersonal skills.

- Ability to navigate effectively within the organization to obtain resources needed to perform duties.

- Excellent oral and written communication skills and the ability to work as part of a team.

- Ability to develop strong business relationships.

- Experience in a diverse and decentralized working environment with multiple internal working relationships.

- Time management skills and ability to handle multiple tasks/projects simultaneously.

- Attention to detail. Self-starter.

- Possess an eye for quality and suggest improvement over current practices.

- A keen sense of accountability and sense of urgency is essential as many support issues will involve significant research and gathering of information from different areas of the company to resolve a problem.

- Ability to maintain composure and work well under pressure.

How To Apply:

Apply Here

Company Name       CA Technologies

Website:          www.ca.com

Qualification:        B.E/B.Tech

Experience:     Freshers/Experienced

Location:         Hyderabad

Job Role: Associate IT Customer Support Analyst




Job Description:

Technical Skills:

- Knowledge of operational Incident/Problem management tools such as Service Desk, etc.

- High level of proficiency in supporting Microsoft (Windows 7, Windows XP) Operating Systems and MS office products.

- Have a good understanding and experience in PC Hardware Troubleshooting (Preferably Dell, Lenovo)

- Very good knowledge and experience on Laptop/Desktop Imaging process incorporate environments (How to build a system from scratch).

- Have a good understanding and exposure of Blackberries, Iphones, Androids and other Mobile devices.

- Have a good understanding and exposure of the Software delivery solution to the Desktops/laptops in Corporate Environments.

- Have a good understanding and exposure of Antivirus and Malware solutions in Corporate Environments.

- Have a good understanding and exposure of VPN and Wireless solutions in Corporate Environments

- Have an understanding of LAN/WAN setups in offices.


Competent in working on:

- Install, configure and troubleshoot laptop, desktop, printers (Multifunction Devices) and server systems remotely.

- Ability to identify and isolate Network (LAN/WAN) issues.

- Ability to identify and isolate system issues within Microsoft Active Directory environment.

- Install, configure and troubleshoot Mobile/Wireless devices remotely.

- Ensures that all phases of Remote Technical Support including installations, upgrades, software, hardware, operation systems and operating system configuration issues are properly coordinated, monitored, traced, and resolved.

- Ability to conduct problem determination and root cause analysis on the end user operating environment remotely using remote support tools.

- Ability to guide and educate end users when walking them through system troubleshooting that will help in problem determination and resolution

- Ability to communicate highly technical information to both technical and non-technical personnel.

- Ensure that a high percentage of Service Desk calls are resolved at first point of contact through the use of the knowledge base tools and experience. Route or escalate issues to Team Leads or second level support areas as appropriate.
 

Enhance a positive customer experience by:
- Ensure that knowledge base documentation is created or updated with high quality and customer intuitive content.

- Promote the use of customer self-support tools provided by CA, by demonstrating functionality and effectiveness to customers.

- Provide clear and concise data entry updates for all customer interactions in our Service Desk application.

- Be resourceful and innovative to determine who should be contacted to assist with issue resolution when the solution is unknown or not documented. Transfer issues to people/queues when sure of resolution path, escalate to Team Leads for assistance as required.

Soft Skills:
- Excellent customer service and follow-up skills, passion for exceeding customer expectations.

- Excellent interpersonal skills.

- Ability to navigate effectively within the organization to obtain resources needed to perform duties.

- Excellent oral and written communication skills and the ability to work as part of a team.

- Ability to develop strong business relationships.

- Experience in a diverse and decentralized working environment with multiple internal working relationships.

- Time management skills and ability to handle multiple tasks/projects simultaneously.

- Attention to detail. Self-starter.

- Possess an eye for quality and suggest improvement over current practices.

- A keen sense of accountability and sense of urgency is essential as many support issues will involve significant research and gathering of information from different areas of the company to resolve a problem.

- Ability to maintain composure and work well under pressure.

How To Apply:

Apply Here

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