Service Desk

2 weeks ago


India Zensar Technologies Full time

Answers phone /chat contacts promptly and professionally and ensures delivery of Phone /chat SLAs
- 1.Should be able to work in 24*7 Shifts
- 2. Creates a Ticket for new call into the Service management tool.
- 3. Communicate response times for dispatched tickets to end users
- 4. Identify and resolve end user request, problem or incident using the relevant knowledge base tools and other technical resources
- 5. Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated daily and every effort is made to make service levels
- 6. Participate in team meetings
- 7. Ensure that End-user will experience a minimum number of call transfers, will receive regular updates and efficient coordination will take place with other Resolution Groups
- 8. Maintains log of all worked preformed and processed, and turned in to supervisor by the end of the day.
- 9. Manage the entire service request process ensuring adherence to SLA
- 10. Ability to communicate problems with supervisors as they become known.
- 11. Ability to react to change productively and handle other essential task as assigned.
- 12. Ability to meet deadlines.
- 13. Ability to provide end users with outstanding customer care and service at all times.
- 14. Present a positive, effective and flexible contribution to achieving team targets and objectives
- 15. Adhere to all Policies & standard operating procedures
- 16. Protect confidential and sensitive information and materials
- 17. Collaborate with other team members to provide high quality support
- 18. Ensure constant self-development using day to day work, training, and any other available tool
- 19. Be available for work at the scheduled shift start time and be logged on to the attendance management system.
- 20. Generate metric reports for SLA compliance
- 21. Work as shift lead
- 22. Ensure shift hand over reposts are sent on time to stakeholders
- 22. Ensure equal distribution of work during the shift

**Primary Location**: India

**Job Posting**: Mar 6, 2024

**Experience Required (In Years)**:Minimum**-** 4 **Maximum**-** 6


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