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(1 - 4 Years) "Bentley" Hiring: Service Desk Analyst On Dec 2018 @ Pune



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Company:         Bentley Systems

Website:           www.bentley.com

Eligibility:        Bachelor’s Degree

Experience:     1 - 4 yrs

Location:          Pune

Job Role:        Service Desk Analyst

JOB SUMMARY:

Company Profile:

Bentley Systems is a software development company that supports the professional needs of those responsible for creating and managing the world’s infrastructure, including roadways, bridges, airports, skyscrapers, industrial and power plants as well as utility networks. Bentley delivers solutions for the entire lifecycle of the infrastructure asset, tailored to the needs of the various professions – the engineers, architects, planners, contractors, fabricators, IT managers, operators and maintenance engineers – who will work on and work with that asset over its lifetime.

Job Description:
1. Serve as the primary support liaison between the Customer and Bentley Systems.

2. Promote and maintain a high quality, professional, service-oriented company image for all Bentley customers.

3. Provide and deliver a high and consistent standard of customer service aligned with the contracted Service Level Agreements.

4. Work with the IT Team and Level 2 and 3 support teams to resolve all customer incidents and requests.

5. Resolve and document all customer incidents and requests. Leverage the Bentley Service Management system for documenting all incidents and requests.

6. Diagnose, troubleshoot, and resolve incidents following documented procedures and solutions.

7. Meet and/or exceed industry best practices for First Call Resolution.

8. Keep Customers informed of the progress of all escalated incidents and requests.

9. Ensure all support documentation is updated in a timely fashion.

Candidate Profile:
Qualification:
Bachelor’s Degree or equivalent work experience.

Experience: 1 to 4 years’ experience as a Support Analyst;

Technical Skills:
1. Fluency in English both verbal and written is a must, skills in other languages are a plus;

2. Excellent telephone and written communications;

3. Strong customer service focus

4. Excellent follow up and time management skills

5. Ability to document and troubleshoot is a must.

6. Expertise in Microsoft Office suite and other operating platforms.

7. Expertise in remote Desktop support tools.

 













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