1. Provide escalated (level 2) technical support by diagnosing and troubleshooting hardware and software issues to ensure operational continuity for Associates and infrastructure.
2. Conduct remote office visits as needed, resolving technical issues and fostering positive relationships with associates in remote locations.
3. Manage asset life cycles accurately to optimize asset deployment across the company, ensuring efficient utilization.
4. Coordinate with ITIO Event Manager and Events staff to deliver technology services and support during events and symposiums, making timely decisions to enhance client satisfaction.
5. Engage in various projects as required, contributing to additional tasks and initiatives to support organizational goals.
6. Actively manage service requests, incidents, and activities, ensuring thorough documentation, assignment, and communication to resolve issues promptly and improve support processes.
7. Participate in the development and implementation of support policies, processes, and best practices, and proactively support associates through initiatives such as Support Lounge, training, and tech orientations, aiming to enhance customer satisfaction and drive continuous improvement.
ExcelGens Consulting Services India Private Limited, a woman-owned minority business enterprise (MWBE), was formed to address the specific IT services needs of enterprises of all sizes. Our team of industry veterans, who have more than 60 years of diversified industry experience, came together to service enterprises that are getting ready for tomorrow's challenges. ExcelGens is headquartered in New Jersey (USA), with branch offices in Chicago, Minneapolis, and California in the United States. Our delivery and development centers are located in Delhi NCR, Bangalore, and Dehradun in India.
