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Desktop Support

2 months ago

Navi Mumbai Maharashtra, India HIRD Services Pvt ltd Full time

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

**Shift - **Rotational

**Experience**: Minimum 1 years working for a Voice Technical Support

**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
- Ask 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, by 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.

Pay: ₹700,000.00 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?
- What is your Current location?

**Education**:

- Bachelor's (preferred)

**Experience**:

- International Desktop support: 3 years (preferred)
- ServiceNow: 1 year (preferred)
- Jira: 1 year (preferred)
- Networking: 1 year (preferred)
- Slack: 1 year (preferred)

Work Location: In person

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