Job Description

We Are Hiring For Service Desk Role With Leading IT Company. (Immediate Joining to 30 Days)

Job Location : Pune

Sal : 2.50 to 6.00 LPA

Please Call : Delilah @ 9975611804, Shreya @ 8698989517, Alisha @ 7218667086

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

Role purpose:
Resolve End Users infra issues when they seek help from IT help desk through various mediums like calls , web, chat and Service Requests

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.

Desired Candidate Profile

1-6 Yrs of experience in Service Desk/International BPO/Technical Support
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

Key Skills
Service Desk
CTSCapitaLarsen and ToubroSopra SteriaFujitsuOrangeR SystemsSAICNTTBTCSCIndraCyientTechnical SupportSykesEclerxConcentrixAmdocsWNSSapientCSSCGIMphasisXeroxPersistentAllegisPolarisConduentConvergysTeleperformance
Skills highlighted with ‘‘ are preferred keyskills

Education

UG:Any Graduate

Company Profile

Outpace Consulting Services

Leading IT Company

Company Info
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Contact Company:Outpace Consulting Services

Salary:
2.5-6 Lacs P.A.

Industry:
IT Services & Consulting

Department:
Customer Success, Service & Operations

Role Category:
Voice / Blended

Role:
Technical Support - Voice / Blended

Employment Type:
Full Time, Permanent