Service Desk Sr Agent

4 weeks ago

hyderabad, India Tata Consultancy Services Full time

Service Desk Sr Agent /QA SME

Min 4 yrs with minimum of 2 years exp in international call taking profile and QA experience

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

- Excellent English language voice and written com skills Basic Infra L1 experience (windows, network , office 365, MS Dynamics, Bomgar ,Snow etc )

Willingness to work in 24/7 ops incl night shifts and weekends IT/Application Service Desk agent experience using Genesys /CISCO voice platforms ITIL V4 Foundation Exposure

- QA experience in Servcie desk area and Mgmt reporting

- Infrastructure technical support experience

- Willingness to work in night shifts and weekends - Excellent communication skills

SN Responsibility of / Expectations from the Role

1 Voice and chat support

2 Technical troubleshooting mainly related to desktop/OS, Networking, Messaging

3 Excellent Customer handling/soft skills

4 Logging incidents and service requests and manage their lifecycle

5 QA experience in Servcie desk area and Mgmt reporting

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