Service Desk Associate
3 weeks ago
Service Desk Associate Role
Location:
Noida
Experience -
1 to 4 years
Shift:
Rotational Shift (24*7)
Job Description:Candidates from International Voice Processes are preferred.Provide Level 1 support for all in scope service via Phone/Chat/Email.Act as a single point of contact (SPOC) for all user requests, and resolve issues on first call, or route to the appropriate resolving support group.Perform active case management and be accountable for end-to-end delivery of requests that originate with them and is responsible for ensuring resolution is driven by all downstream support groups.Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process.Develop, establish and maintain call prioritization guidelines and escalation procedures.Provide a systems status recording with status information such as known Major Incidents and estimated recovery time.ServiceNow Queue Management - Incident, Service Request, Problem & Change.Ensure all the specified SLAs are met in accordance with the customer agreement.Maintain and drive the call quality keeping customer satisfaction as priority.Escalate customer concerns on timely basis and follow up to closure.Take end to end ownership of call and ticket to ensure timely closure and resolution.Follow the quality parameters as specified by the quality protocol and process to be followed.Comfortable with a 24x7 shift schedule.Knowledge Service Desk environmentKnowledge of ITSM Tool Service NowKnowledge of ITIL ProcessesActive Directory Management skills
Interested candidates can apply for the role.
Best Regards,Megha Dixit - TCS HR
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