About the Company: Bentley Motors Limited is a British manufacturer and marketer of luxury cars and SUVs—and a subsidiary of Volkswagen AG since 1998. Headquartered in Crewe, England, the company was founded as Bentley Motors Limited by W. O
Job Profile: Service Desk Analyst
Degree Needed: B.E/B.Tech/Any degree
Exp Needed: 1-4 years
Work Location: Pune
Job Description: Reporting directly to the Global Manager Service Delivery. The role requires working knowledge of the Bentley Systems MANGED Services offerings, expertise as a customer support analyst as well as a practical understanding of ITIL framework. The role requires excellent customer service skills and the ability to properly triage and resolve and/or escalate customer incidents, requests and problems.
- Serve as the primary support liaison between the Customer and Bentley Systems.
- Promote and maintain a high quality, professional, service-oriented company image for all Bentley customers.
- Provide and deliver a high and consistent standard of customer service aligned with the contracted Service Level Agreements.
- Work with the IT Team and Level 2 and 3 support teams to resolve all customer incidents and requests.
- Resolve and document all customer incidents and requests. Leverage the Bentley Service Management system for documenting all incidents and requests.
- Diagnose, troubleshoot, and resolve incidents following documented procedures and solutions.
- Meet and/or exceed industry best practices for First Call Resolution.
- Keep Customers informed of the progress of all escalated incidents and requests.
- Ensure all support documentation is updated in a timely fashion.
- Responsible for working with other’s in Technical Support, Development, Services or Sales organization to ensure that Customer incidents and requests are resolved and/or fulfilled within the specified Service Level Agreement.
- Handle inbound call and email traffic to resolve colleague incidents
- Analyze any incoming incident to ensure correct identification, registration, categorization, prioritization;
- Handle correct routing and escalation of tickets;
- Provide colleagues with status updates concerning help tickets;
- Incident resolution
- Diagnose, troubleshoot, resolve incidents following documented procedures and solutions;
- Create Service Desk procedures;
- Verify Service Desk procedures;
- Create knowledge base articles;
- Verify knowledgebase articles for validity;
- SAP user account creation and maintenance.
- Creation of accounts in SAP CRM, R3, Portal, and BW
- Add roles as requested
- Troubleshoot SAP access issues
- 1 to 4 years’ experience as a Support Analyst;
- Fluency in English both verbal and written is a must, skills in other languages are a plus;
- Excellent telephone and written communications;
- Strong customer service focus
- Excellent follow up and time management skills
- Bachelor’s Degree or equivalent work experience
- Ability to document and troubleshoot is a must.
- Expertise in Microsoft Office suite and other operating platforms.
- Expertise in remote Desktop support tools
- ITIL Certified a Plus;
- Existing knowledge Bentley Systems MANAGED Services offerings;
- SAP Systems
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