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Service Desk Specialist
2 months ago
Job Title :- Service Desk -Voice and Chat
Job Location :- Chennai
Experience required :- 3 to 5 years
Job Description:
1. First Point of Contact : Act as the initial point of contact for users facing technical issues, answering incoming calls, chats, and managing self- service tickets (Incident & Service Requests) promptly and professionally.
2. Technical Troubleshooting : Diagnose and resolve technical problems related to hardware, software, network, and applications, employing effective troubleshooting. Techniques (L1 expertise is expected)
3. Incident Management : Log, track, and prioritize incidents and service requests using the designated ticketing system ( Service Now ). Ensure accurate and timely documentation of all incidents and resolutions.
4. SLA Management : working on the tickets within the SLAs.
5. Customer Support : Provide exceptional customer service by offering clear and concise instructions, guidance, and support to users. Ensure user satisfaction and maintain positive relationships with stakeholders.
