www.c3i-inc.com Hyderabad : Help Desk Analyst

[Admin]

C3i Madhapur-Hyderabad : Help Desk Analyst
Company Name: C3i
Company Location: Madhapur-Hyderabad
Designation of the vacancy: Help Desk Analyst
Company E-mail for contact: nchauhan@c3i-inc.com
Company Website: www.c3i-inc.com

Details of the job:
Interact with customers & provide quick and effective resolution for Technical Support(voice process)

Skill Set:
- Command over grammatically correct spoken / written English.
- Flexibility to work in shifts.
- Confident and self-motivating attitude.
- High levels of enthusiasm

Job Type : Full-Time
Location : Hyderabad, India
Last Updated : 08/29/2009
Post Date : 08/28/2009

Job Description :

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Job Summary :

The Analyst, Help Desk Level I is responsible for resolving incoming telephone requests for technical assistance on standard commercial and proprietary applications. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Help Desk Analyst role. All Help Desk Analysts are subject to shift changes to adapt to the business needs of the Help Desk.

Principal Responsibilities : (Essential Function)

Shift Schedules :
· Adhere strictly to shift schedule. Timeliness a key requirement.
· Flexibility to changes in shift schedules, as dictated by Management, is required

Call Handling
· Provide comprehensive technical support services to support center customers
· Work within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
· Take all steps to troubleshoot issues reported to them and resolve or escalate to the appropriate contact.
· Use all available Knowledge Management Tools during the call
· Take all necessary steps to ensure customer satisfaction at the end of the call

Call Logging :
· Create and submit detailed call logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call logging components
· Confirm and update customer profile information as needed

Escalation :
· Promptly notify management of any potentially “dissatisfied” customers
· Follow all documented escalation procedures, including hand off times, for issues requiring 3rd party intervention

Open Calls :
· Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc.

Knowledge :
· Proactively seek and possess business acumen for all clients supported
· Maintain technical proficiency in all applications utilized by clients supported
· Participate in all company organized training events
· Contribute current technical information and best practices concerning proprietary applications to the C3i Reference Library or other knowledge distribution channel
· Organize and utilize all support resources provided including emails, documentation, contact lists, etc.

Other tasks :
· Perform customer support related tasks and special projects as assigned by management
· Liaise as necessary inter-departmentally to seek resolutions to all issues reported
· Participate in client events, as appropriate (resource on site, client training, etc.)


Job Requirements

Skills :

· Excellent verbal and written communication skills
· Customer Service Skills
· Microsoft Office Suite, Windows Operating Systems, Lotus Notes, and Internet applications
· Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario

Education :

· BA or Vocational school degree preferred or equivalent work experience
· Microsoft Certified Professional certification a plus

Experience :

· Minimum of 6-12 months of previous call center, computer support, or customer service experience preferred.

Working Relationships :

· Maintain inter-department relationships to resolve client issues
· Effectively communicate with both internal and external clients
· Develop communication and working relationship with Supervisor

Competencies :

· Adaptability
· Analysis
· Customer Service Orientation
· Functional Job Knowledge
· Initiative
· Judgment/Decisiveness
· Managing Stress
· Negotiation
· Oral Communication
· Persuasiveness/Influence
· Planning and Organizing
· Technical and Professional Competence
· Work Standards
· Written Communication

http://www1.recruitingcenter.net/cli...controller.cfm

Hyderabad, India
Hyderabad Operations Center, Asia
2nd Floor, Orion Building
Plot 17, Software Units Layout
Madhapur, Hyderabad - 500 081
India

[divya4444]

CURRICULUM VITAE
PAVULURI DIVYA LAKSHMI PAVANI
Email : divyakrish4444 AT yahoo.com
______________________________________________________________________
CAREER OBJECTIVE :
Ability to learn quickly, looking for an opportunity to make a mark in the organization and grow along with it by taking new challenges.
EDUCATIONAL QUALIFICATIONS :
ACADEMIC : Intermediate with 73% and S.S.C. with 89.3%

KEY SKILLS : Computer Basics,MS-Office .
STRENGTHS : Honesty, Hard Working.
EXPERIENCE :

Worked as an CALL CENTER EXECUTIVE in BETTER BPO SERVICES and after Worked as a FRONT OFFICE EXECUTIVE in ROHIT ENTERPRISES Pvt.Ltd Hyderabad from june 2010 to dec 2010.
Roles and Responsibilities :
- Handling calls and Transferring calls to the different departments.
- Checking the login details of employees.
TYPING SPEED : 30-35 wpm

[Guest]

CURRICULUM VITAE
PAVULURI DIVYA LAKSHMI PAVANI
Email : divyakrish4444 AT yahoo.com
. ______________________________________________________________________
CAREER OBJECTIVE :
Ability to learn quickly, looking for an opportunity to make a mark in the organization and grow along with it by taking new challenges.
EDUCATIONAL QUALIFICATIONS :
ACADEMIC : Intermediate with 73% and S.S.C. with 89.3%

KEY SKILLS : Computer Basics,MS-Office .
STRENGTHS : Honesty, Hard Working.
EXPERIENCE :

Worked as an CALL CENTER EXECUTIVE in BETTER BPO SERVICES and after Worked as a FRONT OFFICE EXECUTIVE in ROHIT ENTERPRISES Pvt.Ltd Hyderabad from june 2010 to dec 2010.
Roles and Responsibilities :
- Handling calls and Transferring calls to the different departments.
- Checking the login details of employees.
TYPING SPEED : 30-35 wpm

[shashikiran14320]

CURRICULUM VITAE

R.SHASHI KIRAN
E-mail Id : shashikiran.org AT gmail.com


OBJECTIVES

Seeking an opportunity to work in challenging and competitive environment where I can prove and improve my skills to achieve the organization goals along with my growth.
PROFESSIONAL QUALIFICATION
- B.TECH in Computer Science and Information Technology from Vignana Bharathi Institute of Technology (Affiliated to J.N.T.University) in 2010.
ACADEMIC BACKGROUND
- Board of Intermediate Education, A.P. in 2006.
- S.S.C from Board of Secondary Education in 2004.
CERTIFICATIONS
- I have achieved MCTS (Microsoft Certified Technology Specialist) Windows 7 Configuration from MICROSOFT.
CUSTOMER ID : SR7473127.
KEY COMPETENCIES & TECHNICAL SKILL SET

Operating System : Microsoft Windows 2003 Enterprise Edition,
Microsoft Windows 2008 Enterprise Server,
Windows 2000 Professional /XP Professional,
Windows Vista, Windows 7, Linux.
Network OS : Microsoft Windows 2003 Server/Enterprises 2003 server,
Microsoft windows 2008 Enterprise Edition.
Protocols : TCP/IP, DHCP, WINS, DNS And ADS.

Networking : CCNA.
AREAS OF EXPERTISE

- Maintaining and Managing of Windows 2003/2008 Server and client systems.
- Installation of operating systems such as Windows XP, Vista,7, 2003, 2008 and relevant
Application software’s.
- Maintaining Ip addresses.
- Configuring and managing users.
- Implementing user’s permissions.
- Configuring user profile.
- Configuring and maintaining Outlook Express.
- Installing and configuring Local & Network printers.
- Configuring and maintaining Group policies.
- Configuring Disk Quota’s and Home Folder’s.
- Configuring and troubleshooting RODC.
- Maintaining Roles of Active Directory.
- Configuring DNS, ADDS, DHCP, WDS and Terminal services.
- Maintaining LAN network.
\
- Configuring Routing Protocols RIP, OSPF, EIGRP.
- Configuring static, default and dynamic routing.
- Configuring and applying Access Control List.
- Responsibilities include analysis, installation, maintenance and modification of
Storage area networks and computing system.
- Ensure the compatibility of the hardware and software of the system by determining it.
- Responsible for the evaluation and recommendation of the new hardware and software.
- Assist team in resolution of hardware, software and system issues.
CURRICULAM SUMMARY
- Graduate in B.Tech (INFORMATION TECHNOLOGY).
- Seeking an entry-level position in your organization.
- Comprehensive problem solving abilities with good verbal and written communication skills.
STRENGTHS
- Good at Communication Skills, Quantative reasoning and analytical skills.
- Positive thinking.
- Enthusiastic in learning new Technologies.
- Hardworking & Commitment to work.
HOBBIES AND INTERESTS
- To make friendship with everybody and to chat with friends.
- To update myself to new technologies.
- Internet surfing.
- Coins Collection.
EXTRA CURRICULAR ACTIVITIES
- Stood always one of toppers in the overall education level.
- Participated and conducted cultural activities in the college.

[Guest]

CURRICULUM VITAE
Email ID : ajay.08sh AT yahoo.com

Career objectives :
To associate with an organization that promises a creative career in progressive environment so to enhance my knowledge and skills in the state of new technology and be a part of the team that excels in work towards the growth of organization.
Qualifications :
- Mba (Finance) from Mallareddy Institute Of Technology And Science year 2009-2011
- B.Com (Commerce) from Sai Sudhir Degree college year 2006-2009
- Intermediate (C.E.C) from Railway Junior College year 2004-2006
- Secondary education from Nalanda High School year 2004
Personal Traits :
- Efficient problem solving ability
- Good oral and written communication skills
- Very confident and hard working
- Very practical in approach and have positive thinking
- Typing speed 25 to 30 words per minute
Further Qualification :
- Well versed in computers and MS-Office
Technical skills :
- Operating system : Windows 7, Win XP, 2000
Package : MS-Office
Strengths :
- Ability to anticipate and respond well to the need and preference of an organization
- Ability to work single handily and in groups and enjoy an invigorating works culture
Hobbies :
- Collection of coins, stamps, notes, listening songs.

Declaration :
I here by declare that the information furnished above is true to the best of my knowledge.
(Ajay Kumar Sharma)

[Guest]

NEHA KUMARI
E Mail- ID : kumarinehahrd AT gmail.com
Career Objective
To work in an organization, where I can contribute, learn and build my career and play a key role in the development of the organization.
SYNOPSIS
- I am an individual with positive mindset, goal orientation and ability to work at extreme ends of organization
- Working with a sense of ownership and dedicatedly giving maximum efforts to deliver extra and accomplish tasks/achieve goals of the organization
- Excellent written, communication interpersonal, liaison and problem solving skills with the ability to work in multi cultural environment
EMPLOYMENT RECITAL

January 2011 to till date ZYLOG SYSTEM LIMITED (Hyderabad)
Zylog Systems Limited is an ISO 9001 certified and CMM Level 5 assessed, IT Outsouring & Consulting Service provider of Onshore, Offshore & Near shore technology services. Zylog offers a range of I.T. products and solutions to its global customers across multiple verticals like Banking, Insurance, Telecom, etc. Established in 1995, the company presents substantial cost savings and enhanced performance associated with a secure and effectively managed global development model. The company has a strong presence in U.S., U.K., Singapore, Malaysia and India, and more than 1600 employees across the world.
DESIGNATION : HR EXECUTIVE
Job Responsibilities
- Responsible for end to end recruitment, staffing and client handling (in the absence of Team leader).
- Recruiting candidates for different positions for leading Global IT Companies
- Attended client’s place at the time of Walk-in’s to make sure our candidates attend the interviews.
- Requirement Gathering : Getting and understanding the requirements
- Sourcing, Screening and short listing of resumes.
- Initial Interview : Interviewing the candidates on the basis of skill sets, Experience, Location and doing Salary negotiation.
- Scheduling : Scheduling Interviews of the short-listed candidates as per client's requirement.
- Coordination : Responsible for coordination of the interviews with the clients, Candidates and also arranging for it.
- Follow up : Getting the feedback from the clients and following up the selected candidates till closer.
- Mentoring : Mentoring a team of 2 junior team members in performing better
- Doing Posting and Mass-mailing the requirements in the different jobs sites (like Naukri, Monster etc.).
- Making Daily, Weekly and Monthly report
Technical Skills Worked On :
- Languages - Java.
- QA/Testing – Automated Testing Tools (Win Runner,Load Runner,Test Director,QTP)and Manual Testing.
- Dot Net-VB.Net, ASP.Net, ADO.Net,C#.
- Java Technologies – J2EE, JSP,EJB,JDBC,Springs,XML,Struts,Hibernate,HTML,OOAD,Javascript,iPhone.
- Database/DBA- SQL Server,Oracle,Power Builder
- OS (Operating Systems)-Linux, Unix,HPUX, Windows 2000/XP/NT,AIX,Solaris.
- IBM Technologies- Mainframe,AS/400,LotusNotes
- Middle ware- Web Sphere,Web logic
- ERP- Oracle Applications (Technical/Functional),SAP (Technical/Functional)
- Network Support
- Citrix,Oracle Apps technical and functional consultantsl,Oracle ADF,
- Domain-Telecom, Storage, Finance, Banking etc…
Clients worked on :
- Intelligroup
- Infosys
- HCL
- Zylog
- Inkriti Solutions Pvt Ltd
- CSS Corp
- Datamatics S/w Ltd
- CA Technologies
- Infrasof Tech Pvt Ltd
- ITC Infotech
ACADEMIA
- MBA (Masters In Business Administrations) With 72.95%, 2010
- Bachelor of Arts In Psychology, With 64.1% 2003
- Higher Secondary Certification In 1999
- Senior Secondary Certification In 1997
PROJECT AND TRAINING (Summer Training (Aug –Sep ‘09)
Title The Job Satisfaction given to the employees
Client Bharat Heavy Electrical Limited
Designation Project Trainee
Duration Aug 2009 - Sep 2009
Team Size 8
Synopsis During the project trainee; I used different research mythology and questionnaire on Executive summery analysis, Dimensions of Job Satisfaction, Benefits & financial rewards system given to the employees, Worker participation in Management, Cooperation & Coordination of all level of employees, Willingness & readiness at work, The Performance Satisfaction Effort Loop, relationship between senior, peers & subordinates, opportunity for interaction with seniors, rotation policy & working ambiance provided to the employees etc.
CHARACTERISTIC TRAITS
- Learning Attitude, Fast Learner
- Ability to work under pressure, manage multiple tasks
- Ability to work effectively as part of a team, yet function well with independent responsibilities
- Able to quickly adapt to new environments.
- Exhibit interest and positive attitude toward all assigned work
- Motivated and interested in taking the initiative
- Advance MS excel, word and PowerPoint.
EXTRA CURRICULAR ACTIVITIES / ACHIEVEMENTS
- Acknowledge the contribution as a team member organized by Aima - Wise path quiz league, 2010 held at Gaya at 18th April, 2010
- Received appreciation from the client for submitting quality profiles.
IT FORTE
- Windows XP/2003/2000/98/95, MSDOS, MS Outlook
- MS Word, MS Excel, MS PowerPoint and Internet Applications
WORK EXPERIENCE
NATIONAL INSTITUTE OF DESIGN & TECHNOLOGY, GAYA July 2004 - May 2008
OFFICE SUPERINTENDENT - HRD
- Planned and organized meetings, interviews while ensuring effective rendering of services to enable smooth flow of day to day operations.
- Assisted the Management in day-to-day work
- Handled communication, maintenance of reports, documentation while coordinating with other departments/Units Heads
- Spearheaded administration related activities including office administration, ensured optimum and effective utilization of resources

Date :
Place : Hyderabad Neha Kumari