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IT Service Desk Executive

 

 

v  Job Highlights

 

·         Qualification: Graduation and above (Minimum graduation is mandatory)

·         Language : Proficient in English (Read + Write + Speak)

 

 

Job description

 

·         IT Service Desk Agent L1

Qualification: Graduation and above (Minimum graduation is mandatory)
Salary structure:

 

·         Salary - As per market standards

·         Location: Navi Mumbai, Delhi, Pune, Bangalore, Chennai, Hyderabad.

·         Interview rounds: Telephonic round, SpeechX (Voice & Accent) assessment.
Language: Proficient in English (Read + Write + Speak)
Equivalent test of spoken and written and technical IT specific knowledge in both and English
Role purpose:
Answer calls and Service Requests from end users and track status and progress to resolution.
Main responsibilities:
Adherence to policies and procedures, closure of open calls after resolution.
Major activities:

·         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

 

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