Description

Cintra is an enterprise multi-cloud integrator and managed services provider at the forefront of the evolution of enterprise workload migration to the cloud, successfully moving some of the largest applications and database workloads to private and public cloud platforms. We have a global presence with offices in New York, Dallas, UK and India. What are we looking for? We have an immediate need for recent Graduates to join us as Associate IT Service Desk Analysts to be part of our talented Service desk Team, based out of our Chandigarh, India office. We are looking for strong self-starters, able to demonstrate initiative, autonomy, ability to take ownership and achieve outcome-based goals with minimal supervision. What Will You Be Doing? 247 Level 1 IT Service Desk support Managing the central mailbox and addressing the user queries Track the incidents to conclusion in line with SLAs and quality standards. Helpdesk (Ticket Logging, dispatching & email support) Liaison & co-ordinate with Level 1 support and escalate the issue to L2 on time Ultimate responsibility for ownership of all customers incidents or logged service requests Sending daily reports Logged, Resolved, Open tickets [Pending with L2] Provide Incident, query and service request management and monitoring (incl. escalation) Report on known outage and service impacts Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectively What About You? Experience in using helpdesk ticketing system (JIRA, ServiceNow, Remedy etc.) Good knowledge of ITIL based Incident/Change/Problem management High level written and verbal communication skills (English) Ability to troubleshoot issues quickly and find solutions to solving them Great knowledge of IT processes and willingness to constantly update knowledge Ability to multi-task, working on more than one issue simultaneously Must be flexible to work in rotating shifts and be part of a rostered-on call team during weekends Intermediate Excel skills for reporting (for e.g., VLOOKUP, Pivot, Index, Match) Strong customer service skills with a passion to exceed customer expectations. Knowledge of ITIL v3, ideally with an ITIL certification.

Role and Responsibilities

• Cintra is an enterprise multi-cloud integrator and managed services provider at the forefront of the evolution of enterprise workload migration to the cloud, successfully moving some of the largest applications and database workloads to private and public cloud platforms. We have a global presence with offices in New York, Dallas, UK and India. What are we looking for? We have an immediate need for recent Graduates to join us as Associate IT Service Desk Analysts to be part of our talented Service desk Team, based out of our Chandigarh, India office. We are looking for strong self-starters, able to demonstrate initiative, autonomy, ability to take ownership and achieve outcome-based goals with minimal supervision. What Will You Be Doing? 247 Level 1 IT Service Desk support Managing the central mailbox and addressing the user queries Track the incidents to conclusion in line with SLAs and quality standards. Helpdesk (Ticket Logging, dispatching & email support) Liaison & co-ordinate with Level 1 support and escalate the issue to L2 on time Ultimate responsibility for ownership of all customers incidents or logged service requests Sending daily reports Logged, Resolved, Open tickets [Pending with L2] Provide Incident, query and service request management and monitoring (incl. escalation) Report on known outage and service impacts Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectively What About You? Experience in using helpdesk ticketing system (JIRA, ServiceNow, Remedy etc.) Good knowledge of ITIL based Incident/Change/Problem management High level written and verbal communication skills (English) Ability to troubleshoot issues quickly and find solutions to solving them Great knowledge of IT processes and willingness to constantly update knowledge Ability to multi-task, working on more than one issue simultaneously Must be flexible to work in rotating shifts and be part of a rostered-on call team during weekends Intermediate Excel skills for reporting (for e.g., VLOOKUP, Pivot, Index, Match) Strong customer service skills with a passion to exceed customer expectations. Knowledge of ITIL v3, ideally with an ITIL certification.