Service Helpdesk L1,l2

2 weeks ago

Koramangala Bengaluru Karnataka, India Quess Corp Limited Full time

HR: 7619439463

Service Desk Analyst JD

We can have L1 & l2 based on experience and some of these may not be applicable
- 3- 6+ years’ experience in a Voice based Service Desk environment.
- Aware of and adhered to standard Service Desk SLA’s
- Has experience troubleshooting Hardware, Software and Application issues
- Has experience in handling escalations
- Hands on experience in creating, analysing, reviewing and sharing reporting related to Service desk and team metrics.
- Monitor ticket volume and actively report the trends and Major incidents.
- Follow up on Open tickets and Ageing ticket analysis and work with the team to close them.
- Hands-on experience with ITSM tools like Service Now, and BMC Remedy.
- Hands-on experience with CMS tools like Avaya, and Cisco Jabber
- Create and promote a customer-focused attitude within the Helpdesk that projects a helpful and supportive attitude to all users.
- Respond to a high volume of tickets, and calls and ensure customer satisfaction with timely resolutions. Support on Diverse channels - Phone, Mail and chat based software’s.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by customers.
- Pass on any customer feedback or suggestions to the appropriate internal team.
- Identify and suggest possible improvements in procedures.
- Prepare and Update support documentation such as DoU, Runbooks, knowledgebase etc.
- Develop methodologies for improved first contact resolution.
- Hands on experience in creating, updating and managing shift rosters in a 24x7 environment.
- Excellent Communication skills In English - Verbal, Written and Listening.
- Has a keen attention to detail
- Flexible to rotational shifts / Night Shifts / Weekend work
- 100% Work from Office.

Pay: From ₹700,000.00 per year

**Benefits**:

- Health insurance
- Provident Fund

Day range:

- Monday to Friday
- Weekend availability

Shift:

- Evening shift
- Night shift
- Rotational shift
- UK shift
- US shift

**Experience**:

- 10 key typing: 6 years (preferred)

Work Location: In person

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