Service Desk Agent / Associate {English}

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  • When you join Varian, you’re joining an organization with nearly $3 billion in annual revenue, and more than 6,500 team members across more than 30 countries. You’ll be backed by a culture that is centered on fostering your creative potential, and experience the full support of an organization and leadership committed to inspiring you to do your best work. Together, we can make an impact on our customers, each other, and millions of lives. At Varian, you’ll find yourself surrounded by some of the world’s best and most creative talent, working together with a singular goal – our mission to help save lives. Our technology helps clinicians fight cancer, and the work you will do can support this important goal. Whether your focus is Legal, Human Resources, Government Affairs, Finance or IT, joining our Corporate Services team means you’ll contribute to Varian’s success as a global cancer fighter around the globe.

    Job Description

    Job Description

    Position Summary

    Act as a Service Desk Agent of the Global Service Desk as part of Infrastructure Managed Services. Handling user inquiries through different communication channels, primarily over phone and in self-service tickets. Willingness to work in all different shifts of a 24×7 support organization.

    DUTIES INCLUDE BUT ARE NOT LIMITED TO

    • Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
    • Uses the appropriate categories for logging incidents and requests.
    • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
    • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
    • Analyzes and resolves incidents and requests regarding use of application software or hardware.
    • Logs and tracks incidents and requests from identification through resolution.
    • Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
    • Documents resolutions and updates self-help and staff knowledge base.
    • Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
    • Adheres to and supports standards, policies, and procedures.
    • Maintains and protects confidentiality about all aspects of Customers.
    • Adheres to Code of Conduct and Mission and Value statements.
    • Performs other duties as assigned.
    • Handles user inquiries through different communication channels, primarily over phone and in self-service tickets
    • Willingness to work in all different shifts of a 24×7 support organization
    • Provide technical assistance on Windows Operating system, Network, Application related issues, co-ordinate with other Technical groups.
    • Schedules internal and external meetings, including international conference calls and video conferences.

    Job Requirements

    Qualifications

    KNOWLEDGE, SKILLS & ABILITIES

    Required:

    • Excellent in Verbal and Written communication (English).
    • Excellent communication skills
    • Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology.
    • Demonstrated ability to learn customer support processes and techniques.
    • Strong analytical skills.
    • Ability to solve problems.
    • Competency in MS Office Suite.
    • Customer friendly mindset
    • Team player

    Preferred:

    • Prior experience supporting customers in use of application software.
    • Competency in Customer Care and Customer Success.
    • Proficiency in using support software tools.
    • Strong understanding of Customer Support terminologies.

    EDUCATION
    Bachelor’s degree preferred.

    EXPERIENCE
    Fresher, Six month – to One year of work experience

    Become part of our team

    You’re just one click away from the most impactful work you’ll ever do. Apply now and join our mission to save lives. Someone, somewhere, will be glad you did.

    Business Unit Name

    VMS Corporate Offices (CORP)

    Auto req ID

    15998BR

    Job Type

    Regular Full-Time

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