We have an excellent opportunity for the role of Service Desk on our Partner's payroll on contract basis. Interested candidates can refer the
Skills:
Min 2-5 years of experience
Ticketing Tool & MS Excel Knowledge
Have excellent communication, influencing and customer management skills
ITIL Certified
Flexible to work in shifts
Excellent organizational and time management skills.
Job Profile Description:
- User query/issue handling. Ensuring user queries or issues are captured, validated, and triaged for further processing.
- Ensure Interaction Handling, Ticket Generation and Ticket Assignment as per agreed TAT and KPIs
- Communicating with users. Ensuring that various types of information are communicated to users through the appropriate channel(s).
- Collaboration with resolvers team on timely closure of tickets.
- Acts as the routine contact point, receiving and handling requests for support.
- Manage the performance of services to customers (24 x 7, 365 days per year), ensure that service levels are achieved in line.
- Monitoring the effectiveness of the team against SLA/KPIs, driving through change as needed to deliver continual service improvement.
- Ability to work on own initiative and ready to accept additional tasks.
- Ensuring that daily / weekly reports are prepared and published.
- Optimization - Ensuring improvement of the two previous processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organizational changes.
