Help Desk Specialist

1 day ago

Pune Bengaluru Bangalore, India beBeeService Full time ₹ 1,04,000 - ₹ 1,30,878

We are seeking a highly proficient and customer-focused individual to join our team as a Service Desk Professional. In this role, you will be the first point of contact for end-users seeking IT help, responsible for resolving infrastructure issues through calls, chat, and service requests.

Key Responsibilities:

  • Open, log, prioritize, assign, and close calls recorded in the IT Service Desk system.
  • Obtain all relevant information from the Customer End User concerning the call made or issue reported.
  • Attempt to resolve defined inquiries during the initial contact to meet the agreed-upon Service Level for First Call Resolution.
  • Route inquiries to appropriate resolver groups when necessary.
  • Re-route misdirected calls to the correct department or team.
  • Escalate tickets that have not been resolved by the Service Desk, in accordance with established customer escalation procedures.
  • Provide status and updates on tickets to authorized users.
  • Reopen existing tickets or create new ones for follow-up if the user indicates that the inquiry was not resolved to their satisfaction.
  • Maintain strict adherence to all established policies and procedures.
  • Ensure the timely closure of open calls upon successful resolution.

Requirements:

  • Proficient in English (Read, Write, Speak) with excellent verbal and written communication skills.
  • Strong problem-solving and troubleshooting abilities for end-user infrastructure issues.
  • Ability to manage and prioritize multiple inquiries from various channels (calls, chat, service requests).
  • Experience with IT Service Desk logging and ticketing systems.
  • Customer-focused with a strong commitment to providing excellent support.
  • Ability to follow established policies, procedures, and escalation protocols.
  • Proactive in identifying opportunities for knowledge base improvements.

Qualifications:

  • Bachelor's degree or equivalent practical experience.

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