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Desktop Support

3 months ago

Navi Mumbai, Maharashtra, India HIRD Services Pvt ltd Full time

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

Shift - Rotational

Experience:

Minimum 1 years working for a Voice Technical Support

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
  • Ask 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 inquiries to Resolver Groups as appropriate
  • Reroutes misdirected calls
  • Escalates tickets which have not been resolved by SD, by 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.

Pay:
₹700,000.00 per year

Day range:

  • Weekend availability

Shift:

  • Rotational shift

Application Question(s):

  • What is your current salary?
  • Total years of exp. do you have?
  • What is your Date of birth?
  • What is your Current location?

Education:

  • Bachelor's (preferred)

Experience:

  • Ticketing tool: 1 year (preferred)
  • International Desktop support: 3 years (preferred)

Work Location:
In person