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Service Desk Support Analyst

Job Description:

Take ownership for the co-ordination, investigation, and documentation of customer requests, issues, and problems.
Will be the primary point of contact for the customer.
Ensures that correct resolutions are discovered and involves appropriate parties in resolving problems when needed.
Perform incident notification and escalation.
Perform timely follow up on incidents to ensure customer satisfaction.
Develops and maintains product knowledge, business, and professional skills by participating in on-the-job and other training courses.
Actively participates in preventive maintenance, by documenting common problems and scripts for customer support.
Develops and maintains knowledge of Incident Management Tool, Knowledgebase and of the Service Desk procedures and business environment.
Seeks opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.
Work independently and maintain a high degree of professional conduct at all times. Adhere to JDA Core Values.
Develop and maintain technical skills and understanding of the Service Desk.
24*7 Coverage Shift Rotation.

Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Associate/Senior Associate -(Technical)
Role: Associate/Senior Associate -(Technical)

1 – 4 YearsHyderabad / Secunderabad

Keyskills: Preventive Maintenance, Incident Management, Technical Skills, Customer Support, Service Desk Support Analyst, troubleshooting, ITIL Framework

Desired Profile:

Have the ability to understand and successfully resolve problems using knowledge base tools and techniques.
Able to maintain a methodical and logical approach to problem solving even when under pressure.
Good knowledge and experience of supporting Microsoft Office applications.
Good knowledge and experience of supporting Active Directory, VPN and Blackberry.
Good knowledge and experience in assisting US and UK based customers. (1-2 yrs. Experience)

*Minimum Skill Requirement:
Must Have:
1. Excellent verbal and written communication skills (Should have some experience on handling US/UK based customers)
2. Willingness to learn
3. Work independently and maintain a high degree of professional conduct at all times.
4. Good Knowledge and experience of supporting Microsoft Office applications and Desktop/Laptop issues.

Good to Have:
1. Basic understanding about ITIL Framework
2. Experience in troubleshooting VPN, Networks/ Applications/ Information Security
Education:UG -B.Tech/B.E. – Any Specialization
PG – M.Tech – Any Specialization, MCA – Computers, M.Sc – Any Specialization
Doctorate – Doctorate Not Required

Company Profile:

JDA Software Taking Command of Commerce From Raw Materials to Finished Products and Into Customers” Hands JDA Software is a leader in global supply chain management, offering a broad portfolio of integrated planning and execution solutions and services to help firms manage the entire supply chain – from raw materials to finished products and into customers” hands – through any channel. JDA”s recent merger with RedPrairie creates a company uniquely positioned to deliver robust, integrated supply chain solutions that address the complexities of today”s global, consumer-driven marketplace. Built on the rich heritage of growth, innovation and market leadership of its integrated brands, including i2 Technologies, Manugistics, E3, Intactix and now RedPrairie, JDA is committed to making businesses more efficient, sustainable and profitable. A powerful cloud delivery platform enables JDA customers to achieve and maintain long-term value from their software investments. From rapid deployment to ongoing optimization services, JDA Cloud customers benefit from the synthesis of technology, support, system management, and industry and solution expertise. JDA Cloud Services enables companies to derive the greatest value and performance from JDA solutions – in less time, with lower risk and at an improved cost. JDA Customers are Global Leaders 82 of the global STORES Top 100 Retailers1 87 of the global Consumer Goods Registry Top 1002 22 of the Gartner Supply Chain Top 253 1 Top 100 Retailers, STORES, 2012 2 Top 100: The Consumer Goods Registry, 2012 3 According to JDA”s independent analysis of Gartner”s 2012 list A Commitment to Customer Success JDA”s commitment to long-term customer success is showcased in the JDA Services organization which includes Cloud, Consulting, Education and Support Services. JDA supports every phase of the business lifecycle to ensure that technology, business processes, training and support work together and in alignment with each customer”s strategic goals. Thousands of companies have learned that they can count on JDA for a high level of commitment, creativity and a spirit of true partnership. JDA”s more than 2,000 solution and industry experts have gained a unique understanding of supply chain obstacles and opportunities by helping diverse companies around the world transform their supply chains into a powerful competitive advantage. This deep industry expertise combined with JDA”s comprehensive solutions offering and innovative thought leadership helps companies gain greater command of commerce and significant return on investment. Global Focus, Vertical Industry Expertise JDA empowers companies of all sizes across the globe to make optimal decisions that improve profitability and achieve real results in the manufacturing, wholesale distribution, transportation and logistics, retail and services industries. JDA provides retail companies with compelling, demand-driven solutions for supply chain planning, execution, store operations and e-commerce capable of transforming the customer experience from first contact in any channel through to final delivery into the customer”s hands. JDA enables retailers to improve merchandising effectiveness, increase revenue, and better serve customers by arming corporate, regional and store associates with industry-leading workforce management tools. JDA also provides manufacturers, distributors and logistics service providers with integrated supply chain planning and execution solutions robust enough to handle the intricacies of today”s real-time enterprise. JDA”s market-leading supply chain planning, warehouse management, transportation management and supply chain visibility solutions are ideally suited to capture the top- and bottom-line enhancement potential of end-to-end supply chain efficiency and control.
Contact Details:

Recruiter Name:Pallavi
Contact Company:JDA Software
Telephone:Not Mentioned
Reference Id:P154260