Service Desk Analyst​/L1​/L2 DWP Support Engineer

Xebia is a trusted advisor in the modern era of digital transformation, serving hundreds of leading brands worldwide with end-to-end IT solutions. The company has experts specializing in technology consulting, software engineering, AI, digital products and platforms, data, cloud, intelligent automation, agile transformation, and industry digitization. In addition to providing high-quality digital consulting and state-of-the-art software development, Xebia has a host of standardized solutions that substantially reduce the time-to-market for businesses.

Xebia also offers a diverse portfolio of training courses to help support forward-thinking organizations as they look to upskill and educate their workforce to capitalize on the latest digital capabilities. The company has a strong presence across 16 countries with development centers across the US, Latin America, Western Europe, Poland, the Nordics, the Middle East, and Asia Pacific.

With over 20 years of experience, our global network of passionate technologists and pioneering craftsmen deliver cutting-edge technology and game-changing consulting to companies on the brink of transformation. Since 2001, we have grown from a Java company into a full-service digital consulting company with 4500+ professionals working on a worldwide ambition.

We are organized in complementary chapters – teams with a tremendous amount of knowledge and experience within a particular field, such as Agile, Dev Ops, Data and AI, Cloud, Software Technology, Functional Programming, Low Code, and Microsoft.

We help the world’s top 250 companies and category leaders overcome digital challenges, embrace innovation, adopt new technology, and implement new business models. In addition to high-quality consulting, we also provide offshoring and nearshoring services.

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Responsible for providing the first point of contact for internal & external customers. Responsible for providing hardware, software, servers, printers, Networks, communication and procedural support over the phone and online in an effort to aid our business units in operating in an effective and efficient manner. Provides resolutions to problems in a professional, timely and cost-effective manner.

Available for shifts in 24x7x365 is must

Below is list of responsibilities (not limited to)

• IT Support relating to technical issues involving Applications, operating systems and hardware.
• Issues or manage ticket as Level 1 / Level 2
• Audio Video device support with cable knowledge
• Troubleshooting and resolving all L1 issues in environments
• Device break fix knowledge
  
  Escalate to management when required.
• Basic technical support at the server, storage, network level
• Ability to work in a team and communicate effectively
• Act as the single point of contact for all types of incidents and service requests
• Available to work weekends, holidays, and nights.
• Ability to adapt to a fast pace environment is constantly changing.
• Experience communicating both verbally (on phone, one‑on‑one, to groups) and in writing (emails and reports) to various audiences (work group, team, company management, external clients).
• Experience in identifying operational issues and recommending and implementing strategies to resolve problems
• Provides customer service through actively listening, showing empathy and attention to detail. Proactively, follows up on problems. Anticipates customer concerns.
• Analyses and identifies hardware, software, procedural and/or communication problems.
• Communicates technical resolutions clearly, concisely and precisely verbally and in writing.
• Documents and summarizes interactions with internal customers, accurately, for tracking and reporting purposes.
• Adheres to department and company policies, procedures, and expectations particularly service level objectives.
• Works with employees within and outside the department to ensure the resolution
• Applies advanced diagnostic techniques to identify problems; investigate causes; and recommend solutions.
• Provides troubleshooting and support.
• Provides phone, email and help‑desk support for local and off‑site users.
• Analyses customer needs to…