Roles and Responsibilities
JOB DESCRIPTION
Project Role : SW/Application Tech Support Practitioner
Project Role Description :
Act as the ongoing interface between the client and the system or application.
Dedicated to quality, using exceptional communication skills to keep our world class systems running.
Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have Skills :Service Desk Management
Good to Have Skills : Service Desk Voice Support
Location:Bangalore
Job Requirements
Key Responsibilities :
L1 Service Desk Call Taking Profile
1 Respond to the incidents reported by customer through voice, emails, and chats
2 Identify, investigate, and diagnose the issue, resolve, or assign the incident to right assignment group
3 Provides resolution to customer based on in scope processes
4 Follows the incident life cycle as defined by process
Technical Experience :
1 Incident management and usage of ticketing tools
2 Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related troubleshooting skills
3 1 to 2 yrs of experience
4 Minimum 1 yr of experience in Service desk or IT help desk supporting US or UK customers
Professional Attributes :
1 Excellent verbal and written communication skills with email etiquette
2 Good problem solving and analytical skills
3 Excellent customer service skills
Educational Qualification: Bachelors degree
Additional Info :
1 24×7 roster
2 Weekly offs based on roster
3 Good to have ITIL
Source link
