Systems Engineer - Client Services

Location(s) IN-TS-Hyderabad
Job ID
2021-74215
Schedule Type
Full Time
Level
Associate
Function(s)
Systems Engineer
Region
India
Division
Engineering
Business Unit
ETO
Employment Type
Employee

MORE ABOUT THIS JOB

About the Team:

 

Enterprise Technology Operations (ETO) is responsible for supporting the global production operating environment for users, systems and applications and driving our next generation approach to running scalable production management services.  It currently consists of eight pillars: Technology Client Services, AppBank Operations, Platform Services, BCP Engineering, Production Control (Incident management),  The Technology Client Services group is responsible for a number of services including 24x7 front line technical support to all GS employees globally (Client Response Services), global end-user technology provisioning for the firm (Client Event Services), support for Audio Conference meetings for the Executive Office (EO/Switchboard Operators), global audio and video conference infrastructure support and event management (Multimedia Operations Control Center), and On Site Delivery and support team (OSD).

 

As part of the Client Services team in Enterprise Technology Operations, you'll ensure positive internal and external client support experiences by following up on outstanding client support issues and upskilling our client services team. You will become a subject matter expert surrounding one or more product(s), and act as a support escalation point for the most complex issues. You will share your technical and product expertise with customers and support agents through support knowledge articles, trainings, and ongoing support. Your goal is to ensure internal and external clients receive timely resolution on support inquiries, proactive support during their evaluation trial, and a smooth production integration experience

RESPONSIBILITIES AND QUALIFICATIONS

Service Desk – Associate (Team Lead)

Full Time role
Experience: 4-6 years

Location: Hyderabad 

Responsibilities:

  • Strong communication skills, including the ability to be influential and persuasive with stakeholders.
  • The ability to build a cohesive team and to manage agents effectively including the responsibility to coach and develop the team.
  • Knowledge and understanding of best practices for service management.
  • A complete understanding of the organization’s business.
  • The ability to manage time effectively while setting the tone of the team through modeling and leadership.
  • Understanding in-depth on Active Directory, Networking, Messaging and Hardware necessary.
  • Rostering the team as per the demand and managing their shifts and week offs.
  • Ensuring the new agents to the team are well equipped with the tools and access to perform their daily job.
  • Training and mentoring the team on technical as well as non-technical topics.
  • Live monitoring agents calls and ticket for auditing purpose and providing necessary on time feedback for improvement.
  • Ensuring the escalations and Supervisor calls are taken care of in time and not affecting the business further.
  • Ensuring the team meets its productivity and provide required coaching for low productive agents.
  • Managing the agent’s surveys; recognizing the CSATs and providing the necessary training and feedback for the DSATs.
  • Queue management: ensuring the incoming calls, emails, chats and tickets are picked within SLA and are in proper course of action.
  • Assist on building and managing the knowledge base for service desk and end users.
  • Knowledge on excel based reporting required, including but not limited to usage of formulas, building pivots and macros etc.
  • Knowledge on Service Now tool required, including building reports and working on dashboards.
  • Get involved in various ongoing projects for betterment of the team, department and the firm.
  • Knowledge on incident management necessary to work on incidents.
  • Extended working hours when business needs.
  • Flexibility to work in rotational shifts and week offs.
  • Ability to work under high pressure.
  • Reporting / ServiceNow Reporting.

Preferred Qualifications

·        Bachelor’s Degree in Engg or Science

·        Willingness to work in Shifts (24/7 environment)

·        Excellent communication skills required (Concise and clear orally and in writing)

·        Highly motivated self-starter and a fast learner

·        Ability to multi-task, attention to detail

·        Strong client service orientation

·        Good communication and interpersonal skills.

ABOUT GOLDMAN SACHS

The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.

© The Goldman Sachs Group, Inc., 2021. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.