Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Service Desk Management, Service Desk Voice Support
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your exceptional communication skills to ensure our world-class systems operate smoothly. You will be dedicated to maintaining quality and will leverage your deep product knowledge to accurately define client issues and design effective resolutions, ensuring a seamless experience for all users. Roles & Responsibilities: Training Delivery: Conduct onboarding, refresher, and upskilling sessions for new hires and existing service desk staff. Curriculum Development: Design and update training modules covering ITIL processes, service desk tools, technical troubleshooting, security practices, and soft skills (communication, problem-solving, customer handling). Knowledge Management: Collaborate with SMEs to ensure training content aligns with current processes, technologies, and organizational policies. Performance Support: Identify skill gaps through monitoring, feedback, and QA reports; provide targeted coaching and mentoring. Quality & Compliance: Ensure adherence to SLAs, incident management best practices, and information security policies. Continuous Improvement: Gather feedback from trainees and stakeholders to refine training content and methodologies. Reporting: Maintain training records, track progress, and provide regular updates on training outcomes and effectiveness. Professional & Technical Skills: Proficiency in Service Desk Management as a trainer Solid understanding of incident management processes. Experience with ITSM tools such as ServiceNow, BMC remedy, and other ticketing systems. Hands-on knowledge of Microsoft 365 (O365), MS Office Suite, Active Directory, and general hardware/software troubleshooting. Understanding of Service Level Agreements (SLAs) and ticket lifecycle. Experience supporting remote users and using remote troubleshooting tools. Excellent verbal communication skills with a neutral accent. Strong written communication skills, including proper email etiquette. Effective problem-solving and analytical skills. Strong customer service orientation. Ability to stay calm and composed under pressure, especially while handling irate customers and managing high call volumes. Support Type & Working Hours: Primary Mode of Support: Voice-based support, with additional assistance via email, chat, and remote desktop tools. Shift Requirements: 24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential. Work Location & Timing: Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed. Work Schedule: Five-day work week, with weekly offs determined by the shift roster. Additional Information: Experience: 3-4 years in IT Service Desk or Technical Support. Location: Position is based at our Bengaluru office. Educational Qualification: Minimum 15 years of full-time education is mandatory.

15 years full time education