Company Overview : Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose: Job Requirements:

- Under General Supervision, and in accordance with all applicable federal, state and local laws/regulations and Everise policies, procedures and guidelines, this position has the following responsibilities

- Create a positive user support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude

- Responsible for following the Incident Management Process within Everise such as:

- Logs and tracks incidents and requests from identification through resolution

- Addresses and resolves incidents and requests; performs initial assessment, triage, research, and resolution





- Restores normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring the best possible levels of service

- Responsible for collecting information through a user conversation, accessing support tools, and collaborating with global support staff

- Clear and concise documentation of incidents, troubleshooting steps, and comments into an Incident Management System

- Follows up with other global support staff involved in resolution to ensure incidents are resolved and the customer communication is complete

- Documents resolutions and updates self-help and knowledge bases

- Responsible for following the Security Management Process within Everise such as:

- Password Resets NT Login Creation User access modification

- Grows general knowledge of current corporate, department, client-based, and facility-specific products, increasing ability to resolve requests on first contact

- Become aware of fixes to known issues for quick resolution. Update and maintain troubleshooting guides

- Maintain current technical expertise in the rapidly changing technology and utilize state-of-the-art techniques when implementing or recommending solutions





- Monitors the Network stability through devices and performs initial steps as part of investigating a possible service impacting incident

- Perform other duties as assigned

Qualifications:

- Experience using current or recent Windows desktop platforms and current or recent MS Office suite
- Experience supporting LAN’s, PC Hardware configuration, PC operating systems, and desktop software
- Experience with Service Desk ticketing systems (Service Center Manager, Remedy, Service-Now, etc.)
- Basic knowledge of network infrastructure devices and protocols; enterprise computer hardware/software and information systems
- This includes basic networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS
- Self-motivated and professional with excellent verbal and written communication skills. Customer-focused
- Articulate and methodical
- Ability to handle multiple tasks simultaneously and having a keen ability to make quick and accurate decisions
- Ability to analyze challenging technical issues and develop new solutions in a timely and accurate manner
- Good analytical and troubleshooting skills. Ability to think logically and be able to make correct decisions relative to fixing operational problems
- Willing to work on shifting schedules, holidays, and weekends
- Strong understanding of ITIL
- Work experience in an setting that follows ITIL Best Practices
- Incident Management experience
- Managing incidents including business expectations and communication

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

📌 Specialist - Global Service Desk (India)
🏢 Everise
📍 India