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Tenthpin

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3.8

based on 2 Reviews

23 Tenthpin Jobs

IT Support Consultant - Tenthpin Solutions

Tenthpin Management Consultants

3.8

based on 2 Reviews

2-6 years

Bangalore / Bengaluru

1 vacancy

IT Support Consultant - Tenthpin Solutions

Tenthpin

posted 1mon ago

Job Role Insights

Flexible timing

Key skills for the job

Medical Coding Consulting Customer Support IT Support Life Sciences Service Management

+ 3 more

Job Description

Tenthpin Solutions is looking for a pro-active and highly skilled IT Support Consultant to join our rapidly growing organization. The successful applicant will serve as key point of liaison for customer related and internal Service Desk inquiries. You will be part of an ambitious and dynamic team, continually developing your skills to be a true expert in your field.

The Opportunity:

As an IT Support Consultant, you will be taking care of incoming support requests either from external (our customers) or internal (our employees). For some of those requests you will provide a solution on your own based on internal handbooks, repetitiveness of tickets, knowledge database, etc., and for others you will route those tickets to the appropriate channels, like Level 2 support team.

The role will include but not be limited to:

IT Customer Support (~70%):

Act as trusted first point of contact between Tenthpin Solutions and our life sciences clients, providing first-line assistance promptly and professionally.

Record incoming support tickets according to SLAs, and process incoming service requests as defined in the ITSM service catalog.

Handle data related issues and be able to detect if the incident is a client-side issue, a change request or requires coding.

Work in Service Agent Portal and with Service Dashboards to manage work list and SLA adherence in a proactive way.

Set up and coordinate internal meetings related to the support tickets and solutioning process.

Synchronize support tickets between JIRA Service Management and Azure DevOps in a controlled and diligent way.

Internal IT Support (~30%):

Collaborate closely with the internal IT department to provide employee IT support and to support testing of features and changes.

Control over SharePoint including design, development and set up of SharePoint environments, permission settings, and SharePoint maintenance.

Provide and update knowledge items such as FAQs, WIKIs, training materials, and maintain known issue databases.

Possible growth to ITSM representative:

Become increasingly proficient in support management and scale up. Possibly take over increasing responsibility for building and coordinating the regional ITSM team.

Your experience:

Passion for supporting innovative solutions that add substantial value to our clients.

Proven experience as a first level support agent and in ITSM handling (JIRA Service Management would be a plus)

Familiar with office Microsoft Office applications, i.e. PowerPoint, Excel, Word.

Experience in maintaining AWS, or strong willingness and commitment to be upskilled in AWS processes and maintenance.

Demonstratable experience in problem-solving with the ability to diagnose and troubleshoot issues and find solutions in a self-directed way.

Be able to provide a high attention to detail and accuracy in documenting support activities and resolutions paired with analytical skills and a continuous improvement mindset.