Service Desk Associate

2 weeks ago

Coimbatore Tamil Nadu, India Bangalore Strategic Solution Full time

**Job Title: Service Desk Specialist**

**Location**: Coimbatore

**Language Requirement**: Proficiency in English (Read + Write + Speak) mandatory

**Overview**:
As a Service Desk Specialist, you will play a crucial role in ensuring the efficient functioning of our customer service operations. Your responsibilities will revolve around accurate recording, tracking, and timely resolution of customer requests, while maintaining adherence to service level agreements (SLAs) and driving the performance of the team.

**Key Responsibilities**:

- **Accurate Request Management**:

- Record and track customer requests with precision, ensuring all pertinent details are documented.
- Monitor open tickets to identify and address any potential breaches of service level agreements.
- **Incident Identification and Resolution**:

- Proactively identify potentially major problems and initiate appropriate actions to mitigate their impact.
- Respond to changing business needs by recommending and implementing new strategies to handle emerging issues.
- **Process Adherence and Improvement**:

- Adhere to established procedures, guidelines, and standards for incident tracking and resolution.
- Monitor and enforce the direction of appropriate incident tracking processes within the team.
- **Reporting and Documentation**:

- Generate reports on Incidents and Service Requests using various tools within the infrastructure.
- Maintain accurate documentation of all service-related activities and resolutions.
- **Team Management**:

- Conduct leave and resource management for each queue to ensure optimal staffing levels.
- Handle escalated calls effectively, providing timely and satisfactory resolutions to customers.
- **Continuous Improvement Initiatives**:

- Implement Service Improvement Plans (SIP) and Continuous Improvement Plans (CIP) to enhance service delivery processes.
- Conduct quality audits, coach, and mentor team members to improve overall performance.
- **Meeting Preparation and Participation**:

- Prepare materials for various meetings, including Escalation Calls, Low CSAT Calls, Help File Calls, Incident Management Calls, and First Call Fix Exception Calls.
- Attend monthly quality meetings and collaborate with BMC Remedy Resolver Group Team Leads to drive improvements.

**Qualifications and Skills**:

- Proficiency in English (Read + Write + Speak) is mandatory.
- [Specify any relevant educational background or certifications]
- Strong understanding of incident tracking and resolution processes.
- Excellent communication and interpersonal skills.
- Ability to work effectively under pressure and meet tight deadlines.
- Experience with relevant tools and technologies (mention specific tools if required).
- Previous experience in a similar role or customer service environment is preferred.

**Job Types**: Full-time, Permanent

Pay: ₹372,864.54 - ₹558,458.63 per year

**Benefits**:

- Health insurance

Day range:

- Monday to Friday

Shift:

- Day shift
- Evening shift
- Fixed shift
- Morning shift
- Night shift
- Rotational shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- Technical support: 5 years (preferred)
- total work: 5 years (preferred)

Work Location: In person

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