IT Service Desk Specialist

2 weeks ago


Navi Mumbai, Maharashtra, India Jio Full time

We are seeking an experienced IT Service Desk Specialist to join our team at Jio. The successful candidate will be responsible for providing exceptional customer service, troubleshooting technical issues, and ensuring seamless support to our clients.

As a valued member of our team, you will be expected to possess excellent communication skills, work well under pressure, and maintain a professional demeanor at all times.

The ideal candidate will have a minimum of 2-5 years of experience in a similar role, with expertise in ticketing tools and MS Excel. ITIL certification is highly desirable, and the ability to work flexible shifts is essential.

In this role, you will be responsible for:

  • User query/issue handling, ensuring that user queries or issues are captured, validated, and triaged for further processing.
  • Interaction handling, ticket generation, and assignment as per agreed TAT and KPIs.
  • Communicating with users, ensuring that various types of information are communicated through the appropriate channel(s).
  • Collaboration with resolvers teams on timely closure of tickets.
  • Acting as the routine contact point, receiving and handling requests for support.
  • Managing the performance of services to customers (24 x 7, 365 days per year), ensuring that service levels are achieved in line.
  • Monitoring the effectiveness of the team against SLA/KPIs, driving through change as needed to deliver continual service improvement.
  • Ability to work on own initiative and ready to accept additional tasks.
  • Ensuring that daily/weekly reports are prepared and published.

Key responsibilities include optimizing processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing, and other organizational changes.



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