Cintra Recruitment Drive for 2023 Freshers

About Company : Cintra is an enterprise multi-cloud integrator and managed services provider at the forefront of the evolution of enterprise workload migration to the cloud, successfully moving some of the largest applications and database workloads to private and public cloud platforms. We have a global presence with offices in New York, Dallas, UK and India. We are looking for strong self-starters, able to demonstrate initiative, autonomy, ability to take ownership and achieve outcome-based goals with minimal supervision.

Company Full Name : Cintra
Job Role : Associate Service Desk Analyst
Degree Needed : B.E/B.Tech/BSc/BCA
Batch : 2022/2023
Location : Bangalore

Job Description :
Roles and Responsibility :

24×7 Level 1 IT Service Desk support
Managing the central mailbox and addressing the user queries
Track the incidents to conclusion in line with SLAs and quality standards.
Helpdesk (Ticket Logging, dispatching & email support)
Liaison & co-ordinate with Level 1 support and escalate the issue to L2 on time
Ultimate responsibility for ownership of all customers incidents or logged service requests
Sending daily reports – Logged, Resolved, Open tickets [Pending with L2]
Provide Incident, query and service request management and monitoring (incl. escalation)
Report on known outage and service impacts
Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectively

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Required Qualification and Skills :

To be eligible for this position, you should meet the following requirements:

Education: BE or B.Tech or any other related professional degree preferred.
Experience in using helpdesk ticketing system (JIRA, ServiceNow, Remedy etc.)

Good knowledge of ITIL based Incident/Change/Problem management
High level written and verbal communication skills (English)
Ability to troubleshoot issues quickly and find solutions to solving them
Great knowledge of IT processes and willingness to constantly update knowledge
Ability to multi-task, working on more than one issue simultaneously
Must be flexible to work in rotating shifts and be part of a rostered-on call team during weekends
Intermediate Excel skills for reporting (for e.g., VLOOKUP, Pivot, Index, Match)
Strong customer service skills with a passion to exceed customer expectations.
Knowledge of ITIL v3, ideally with an ITIL certification.