Job Description
SN Required Information Details
1 Role ServiceDesk
2 Required Technical Skill Set IT L1 basics & voice process
3 No of Requirements
4 Desired Experience Range
5 Location of Requirement GG5
Desired Competencies (Technical/Behavioral Competency)
Must-Have • Technologist to respond to L1 Troubleshooting issues over calls (Voice process)
• Technologist to respond to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat & remote support.
• Technologist to identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group.
• Technologist to capture all incidents in incident tracker tool and assign the cases to relevant assignment group as per process and ensures proper documentation
• Provides resolution to customer based on in scope processes
• Follows the incident life cycle as defined by process viz logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure.
• Technologist constantly upgrades his technical, process and soft skills to achieve the client and internal quality scores with CSAT scores, resolution on call and customer service scores
• Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
• Performs incident notification and escalation to ensure
• problems/request/issues are communicated effectively and receiving proper management attention.
Good-to-Have • Windows 10 knowledge
• Experience in NOC monitoring
SN Responsibility of / Expectations from the Role
1
Willing to work across 24/7 shifts on rotational basis.
2
Working in accordance to the ITIL defines processes.
3
Excellent communication skills.
Type Details of The Role (For Candidate Briefing)
Reporting To Which Role Servicedesk Manager
Size of the Team, if any Reporting to this Role
On-site Opportunity
Unique Selling Proposition (USP) of The Role
Details of The Project (A short Briefing on the Project can be provided herewith
It may be shared with external stakeholders like job-agencies etc
