Senior Process Executive - Technical Support Voice
- Cognizant
- 1 - 4 years
- Chennai
- 8 months ago
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Job Description
Role & 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
- Troubleshooting on Password Reset tools and Remote-Control tools
- 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.
- The Service Desk Analyst will be responsible for delivering advanced technical support to end users
Preferred candidate profile
- Able to handle Calls and should be willing to work in 24*7 shift environment
- Knowledge in PC Hardware configuration
- Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies
- Understanding on Active Directory, Networking, Messaging and Hardware necessary.
- Knowledge on supporting LANs, PC operating systems and desktop software
- Knowledge on 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
- Knowledge on Service Now ticketing tool.
Work Location : Sholinganallur CKC
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Chennai
Keyskills: Networking Skills Technical Voice Process Voice Process Troubleshooting Communicational Skills Technical Support International Technical Support International Voice Voice Support International Voice Process International Calling International BPO
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