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Service Desk Agent
ConfidentialChennai30+ days ago
Job descriptionTechnical and Professional Expertise : Customer Handling Skills Good communication skills (Fluency in English is a must) Incident management and usage of ticketing tools Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related troubleshooting skills Unparalleled Listening and Comprehension capabilities Ability to keyboard to capture important details on a call for documentation ITIL Basic Knowledge, Proficient in handling customer queries Responsibilities : Provide direct technical assistance to customers via phone, email, and chat Identifies issues create Service Request or Incident based on the issue type and provide L1 resolution Work diligently towards achieving KPIs / SLAs as part of a multi skilled team Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process / product improvements Should flag any priority incidents immediately to the SME Ensures Incident records are kept up to date throughout the life of the Incident, additional information is documented as it becomes available, and progress updates / user chases and other actions are taken towards resolution Receives successfully completed Incidents / Changes / Service Requests and closes the record accordingly Executes required tracking of knowledge base usage and opportunities (voting and rating as required) as well as Sense and Respond activities / actions Provides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly Monitors auto-generated incidents from event / monitoring, ensuring that they are correctly prioritised, and action taken accordingly Understands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informed Identifies Incidents that require management through additional processes
Role : IT Support - Other
Industry Type : IT Services & Consulting
Department : IT & Information Security
Employment Type : Full Time, Permanent
Role Category : IT Support
Education
Skills Required
Windows Os, Customer Service, ticketing systems , Network Troubleshooting, Hardware Diagnostics, L1 Support
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Service Desk Agent • Chennai
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