Service Desk : L2 Support : Technical Support : Bangalore : Apply Now
- Outpace Consulting
- 3 - 7 years
- Bengaluru
- 2 months ago
- Email to a friend
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Job Description
Hi,
We are hiring for Leading ITES Company for Service Desk - Command Center Profile.
Location- Bangalore
Please go through the JD and we will get back to the relevant profiles.
Roles and Responsibilities
- Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
- Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
- Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
- Routes the enquiries to Resolver Groups as appropriate
- Re-routes misdirected calls
- Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
- Provides status and updates on tickets to authorized users
- Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
- Makes recommendations for updates to the KB database
- Adherence to policies and procedures, closure of open calls after resolution.
Requirements:
- Able to handle Calls, Emails, Chats & Web tickets and should be willing to work in 24*7 shift environment
- Basic understanding of inter-relationship of software, hardware and communications Hardware trouble shooting skills Printer and Network issues
- Experience in PC Hardware configuration
- Experience supporting LANs, PC operating systems and desktop software
- Experience using a variety of PC software including Microsoft Office Suite,
- Knowledge and understanding of end user requirements
- Strong customer service orientation Self-Starter
- Good listening skills & Ability to analyze and solve technical problems
- Strong problem analysis, resolution, and writing skills
- Good interpersonal and communication skills Analytical skills excellent spoken and written communication skills
- Mandatory Language Skill: Prior SD experience and excellent English speaking skills.
To Apply WhatsApp 'Hi' @ 9151555*** and Follow the Steps Below:
a) For Position in Bangalore Search : Job Code # 29
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & Operations
Role Category: Voice / Blended
Role: Non Tech Support - Voice / Blended
Employement Type: Full time
Contact Details:
Company: Outpace ConsultingLocation(s): Bengaluru
Keyskills: Infosys IT Service Desk Tech Mahindra DHCP Active Directory Protiviti DNS HP Network Support DNS Server IBM Ticketing Tools Service Desk Capgemini Cognizant IT Helpdesk Accenture MS Outlook Laptop Support Leidos Atos MS Office IOS Semi Tech DHCP Server DXC HCL XP Deloitte
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