Executives EXL / E / 1463016

Job Description

1) Candidate should have good written and verbal communication in English

2) Agent should be able to handle international customers calling in and understand US voice accents with at least two+ years in voice process

3) Needs to have at least one to two years working experience on a reputed ITSM tool (Service now / JIRA / SolarWinds / Remedy, etc)

4) Basic Business Etiquette

5) Understanding of Incident Management processes in a large enterprise

6) Relevant experience in contributing to first call resolution(FCR) MTTR, CSAT on Helpdesk calls

7) Customer Centric approach

Exp – 2- 5 years

Job Responsibilities include :

1) Ticket logging for all the issues and requests received

2) Ensure standard helpdesk SLAs are adhered to - adhere to FCR

3) Log tickets with correct priority and category

4) Assign tickets to correct bins and follow up

5) SPOC for taking all calls from IT users limited to scope of work

6) Prioritize incidents / SR / CR via Helpdesk tool

7) Relevant experience in working with cross functional teams