Description : Working hours: 24/ 7 shift
Experience – 1. 6 -5years – Answer all calls offered to Service Desk queues and responsible for managing the ticket queues.
– Intimate the Shift lead/ L2 whenever there is an upward trend in calls.
– Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation
– Update the trackers and details required for Shift Handover.
– Adherence to schedules and report to Shift leads in case of any misses.
– Resolve incoming client calls based on departmental goals
– Provide detailed documentation in call logging system
– Take ownership and responsibility for problems for client technical issues
– Increase knowledge base by passing new issue resolution information to Service Desk Knowledge Administrator through the established Missing Knowledge process
– Maintain a high level of Quality Customer Service
Required Skillsets :
– Should have knowledge in ITIL V3 standards and practices.
– Fluency in English is mandate
– Full time 15yrs education – Should be willing to work in 24/ 7 shift
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