IT Service Desk

5 months ago

Chennai Tamil Nadu, India HIRD Services Pvt ltd Full time

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

**Shift - **Rotational

**Experience**: Minimum 1 years working for a Voice Technical Support/Service Desk.

**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
- 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 inquiries 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.

**Salary**: ₹500,000.00 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?

**Education**:

- Bachelor's (preferred)

**Experience**:

- IT support: 1 year (preferred)

**Location**:

- Chennai, Tamil Nadu (required)

Shift availability:

- Day Shift (preferred)
- Night Shift (preferred)
- Overnight Shift (preferred)

Work Location: In person

**Speak with the employer**

+91 9303800840

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