We, at STS International Inc (www.stsii.net) are looking for IT Analyst - Level 1 & 2
(Voice process) for our India division. If you are interested in looking at the
said opportunity with us kindly go through the JD for the position and forward
us your latest resume in .doc / .pdf format only. Please note that this would be
direct employment with STS International Inc and would revolve around its Client
base in Bangalore India.
Note: Please note this is a mass mail being sent through job portal. In case your profile does not match the below mentioned job description, please disregard this mail, & appreciated if you refer any of your friends whose profiles matches this JD.
Please DO NOT respond if you have been interviewed OR received a screening call by STS international in past 3 months.
Mentioned requirement are for full voice support, kindly apply ONLY if you are interested into voice domain.
Walkin Venue/Time/Date:
Date: - 2nd- 14th March 2012
Time: - 9.30 a.m. to 1.00 p.m.
Venue: - Address
STS Technologies
Cisco Systems, Inc.
Hibiscus Tower, SEZ Unit,
Vrindavan Tech Village,
Devarabisanahalli & 29/2 Kariyamanna Agrahara Village, Varthur Hobli,
Landmark: Next to New Horizon College of Eng
Bangalore, Karnataka, 560037, India.
Job Descriptions (includes but are not limited to the below)
Title:- IT Analyst I
Location:- Bangalore, India
Responsibilities
•Provide resolution of procedural, process, information and technical problems for requests from internal client base submitted over phone or automated means.
•Provide audit trail of all problems and resolution (input, monitor, and action, close) through the use of required tools.
•Assume ownership of any IT problem from any internal client, and follow path of escalated contacts to ensure the problems are resolved in timely and effective ways to the satisfaction of the requestor and well within the contractual agreements.
•Follow-up with clients and utilize case handling and closure policies to insure satisfaction both from users and employers.
•Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the field.
•Act as advocates for the internal clients to insure their needs and concerns are addressed.
•Follow established procedures for call referral, escalation and problem resolution.
•Work cooperatively with other team members to resolve problems to the satisfaction of the administrators.
•Recommend modifications to existing procedures or new procedures that will improve the overall operation of the Service Desk Team.
•Perform other duties and responsibilities as assigned.
Minimum Requirements
•Undergrad Degree (CS or EE a plus) or equivalent work experience
•Excellent written and Verbal Communication skills.
•Ability to communicate clearly and effectively with all levels of IT and Non IT staff via phone, email, and/or IM.
•0-1 year of experience in international call centers / service desks supporting international users only.
•Absolute availability and adherence to work shifts as assigned on a 24/7 mode.
Additional Areas of Focus
•Working knowledge of Windows based operating systems and Applications.
•Demonstrated or have the ability to analyze, troubleshoot and resolve issues of varying complexity with minimal supervision.
•Applies established solutions to solve known issues and assists in the development of solutions for new issues.
•Able to manage crisis situations effectively.
•Manage multiple, simultaneous projects and cases while maintaining predefined service levels and high customer satisfaction.
•May be assigned to weekend or after-hours work.
Title:- IT Analyst II
Location:- Bangalore, India
Responsibilities
•Provide resolution of procedural, process, information and technical problems for requests from internal client base submitted over phone or automated means.
•Provide audit trail of all problems and resolution (input, monitor, and action, close) through the use of required tools.
•Assume ownership of any IT problem from any internal client, and follow path of escalated contacts to ensure the problems are resolved in timely and effective ways to the satisfaction of the requestor and well within the contractual agreements.
•Follow-up with clients and utilize case handling and closure policies to insure satisfaction both from users and employers.
•Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the field.
•Act as advocates for the internal clients to insure their needs and concerns are addressed.
•Follow established procedures for call referral, escalation and problem resolution.
•Work cooperatively with other team members to resolve problems to the satisfaction of the administrators.
•Recommend modifications to existing procedures or new procedures that will improve the overall operation of the Service Desk Team.
•Train / Develop and Coach the Level 1 team on skills vs knowledge gaps.
•Assist the leads in process, quality and quantity control.
•Perform other duties and responsibilities as assigned.
Minimum Requirements
•Undergrad Degree (CS or EE a plus) or equivalent work experience
•Impeccable written and verbal communication skills.
•Ability to communicate clearly and effectively with all levels of IT and Non IT staff via phone, email, and/or IM.
•More than 6 months experience in international call centers / service desks supporting international users only preferably on IT environments or have excellent IT triaging skills.
•Practical knowledge of customer service, escalations, irate callers, customer delight, quick IT fixes and tools.
•Absolute availability and adherence to work shifts as assigned on a 24/7 mode.
•Introduced to concepts like COPC, Six Sigma, ITIL, ISO etc
•Hands on triaging experience of Computers, Operating Systems, Phones, Handheld devices, Networks, DSL issues, VPN etc.
Additional Areas of Focus
•IT or Non IT certifications would be added advantage.
•Working knowledge of Windows based operating systems and Applications.
•Demonstrated or have the ability to analyze, troubleshoot and resolve issues of varying complexity with minimal supervision.
•Applies established solutions to solve known issues and assists in the development of solutions for new issues.
•Able to manage crisis situations effectively.
•Manage multiple, simultaneous projects and cases while maintaining predefined service levels and high customer satisfaction.
•May be assigned to weekend or after-hours work.
Thanks and Regards
STS India Human Resources
080-65469439
For any further questions/queries, Please email us at ajayaprakash@stsii.net OR mswamy@stsii.net
Note: Please note this is a mass mail being sent through job portal. In case your profile does not match the below mentioned job description, please disregard this mail, & appreciated if you refer any of your friends whose profiles matches this JD.
Please DO NOT respond if you have been interviewed OR received a screening call by STS international in past 3 months.
Mentioned requirement are for full voice support, kindly apply ONLY if you are interested into voice domain.
Walkin Venue/Time/Date:
Date: - 2nd- 14th March 2012
Time: - 9.30 a.m. to 1.00 p.m.
Venue: - Address
STS Technologies
Cisco Systems, Inc.
Hibiscus Tower, SEZ Unit,
Vrindavan Tech Village,
Devarabisanahalli & 29/2 Kariyamanna Agrahara Village, Varthur Hobli,
Landmark: Next to New Horizon College of Eng
Bangalore, Karnataka, 560037, India.
Job Descriptions (includes but are not limited to the below)
Title:- IT Analyst I
Location:- Bangalore, India
Responsibilities
•Provide resolution of procedural, process, information and technical problems for requests from internal client base submitted over phone or automated means.
•Provide audit trail of all problems and resolution (input, monitor, and action, close) through the use of required tools.
•Assume ownership of any IT problem from any internal client, and follow path of escalated contacts to ensure the problems are resolved in timely and effective ways to the satisfaction of the requestor and well within the contractual agreements.
•Follow-up with clients and utilize case handling and closure policies to insure satisfaction both from users and employers.
•Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the field.
•Act as advocates for the internal clients to insure their needs and concerns are addressed.
•Follow established procedures for call referral, escalation and problem resolution.
•Work cooperatively with other team members to resolve problems to the satisfaction of the administrators.
•Recommend modifications to existing procedures or new procedures that will improve the overall operation of the Service Desk Team.
•Perform other duties and responsibilities as assigned.
Minimum Requirements
•Undergrad Degree (CS or EE a plus) or equivalent work experience
•Excellent written and Verbal Communication skills.
•Ability to communicate clearly and effectively with all levels of IT and Non IT staff via phone, email, and/or IM.
•0-1 year of experience in international call centers / service desks supporting international users only.
•Absolute availability and adherence to work shifts as assigned on a 24/7 mode.
Additional Areas of Focus
•Working knowledge of Windows based operating systems and Applications.
•Demonstrated or have the ability to analyze, troubleshoot and resolve issues of varying complexity with minimal supervision.
•Applies established solutions to solve known issues and assists in the development of solutions for new issues.
•Able to manage crisis situations effectively.
•Manage multiple, simultaneous projects and cases while maintaining predefined service levels and high customer satisfaction.
•May be assigned to weekend or after-hours work.
Title:- IT Analyst II
Location:- Bangalore, India
Responsibilities
•Provide resolution of procedural, process, information and technical problems for requests from internal client base submitted over phone or automated means.
•Provide audit trail of all problems and resolution (input, monitor, and action, close) through the use of required tools.
•Assume ownership of any IT problem from any internal client, and follow path of escalated contacts to ensure the problems are resolved in timely and effective ways to the satisfaction of the requestor and well within the contractual agreements.
•Follow-up with clients and utilize case handling and closure policies to insure satisfaction both from users and employers.
•Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the field.
•Act as advocates for the internal clients to insure their needs and concerns are addressed.
•Follow established procedures for call referral, escalation and problem resolution.
•Work cooperatively with other team members to resolve problems to the satisfaction of the administrators.
•Recommend modifications to existing procedures or new procedures that will improve the overall operation of the Service Desk Team.
•Train / Develop and Coach the Level 1 team on skills vs knowledge gaps.
•Assist the leads in process, quality and quantity control.
•Perform other duties and responsibilities as assigned.
Minimum Requirements
•Undergrad Degree (CS or EE a plus) or equivalent work experience
•Impeccable written and verbal communication skills.
•Ability to communicate clearly and effectively with all levels of IT and Non IT staff via phone, email, and/or IM.
•More than 6 months experience in international call centers / service desks supporting international users only preferably on IT environments or have excellent IT triaging skills.
•Practical knowledge of customer service, escalations, irate callers, customer delight, quick IT fixes and tools.
•Absolute availability and adherence to work shifts as assigned on a 24/7 mode.
•Introduced to concepts like COPC, Six Sigma, ITIL, ISO etc
•Hands on triaging experience of Computers, Operating Systems, Phones, Handheld devices, Networks, DSL issues, VPN etc.
Additional Areas of Focus
•IT or Non IT certifications would be added advantage.
•Working knowledge of Windows based operating systems and Applications.
•Demonstrated or have the ability to analyze, troubleshoot and resolve issues of varying complexity with minimal supervision.
•Applies established solutions to solve known issues and assists in the development of solutions for new issues.
•Able to manage crisis situations effectively.
•Manage multiple, simultaneous projects and cases while maintaining predefined service levels and high customer satisfaction.
•May be assigned to weekend or after-hours work.
Thanks and Regards
STS India Human Resources
080-65469439
For any further questions/queries, Please email us at ajayaprakash@stsii.net OR mswamy@stsii.net
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