Job description
IT Service Desk (Freshers & experienced both can apply)
Qualification: Graduation and above (Minimum graduation is mandatory)
Salary structure:
Salary - As per market standards
Location: Navi Mumbai, Pune, Bangalore, Chennai, Hyderabad, Delhi.
Language: Proficient in English (Read + Write + Speak)
Equivalent test of spoken and written and technical IT specific knowledge in both and English
Communication should be excellent in English.
Role purpose:
Answer calls and Service Requests from end users and track status and progress to resolution.
Main responsibilities:
Adherence to policies and procedures, closure of open calls after resolution.
Major activities:
Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
Routes the enquiries to Resolver Groups as appropriate
Re-routes misdirected calls
Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
Provides status and updates on tickets to authorized users
Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
Makes recommendations for updates to the KB database
Note: We don't charge any amount for hiring, be aware from any such activity and we will be not responsible for such activity.
RoleTechnical Operations (Tech Ops)
Industry TypeIT Services & Consulting
Functional AreaCustomer Success, Service & Operations
Employment TypeFull Time, Permanent
Role CategoryOperations Support
Education
UG :Any Graduate
PG :Any Postgraduate
