IT Support Specialist

4 days ago

Mumbai, Maharashtra, India beBeeSupport Full time ₹ 5,00,000 - ₹ 10,00,000
Job Title: IT Support SpecialistAbout the Role

We are seeking a highly motivated and detail-oriented IT Support Specialist to join our team. As a key member of our support team, you will be responsible for providing primary user support and customer service to our clients.

You will respond to queries from all calls, portal, emails, chats from the client, become familiar with each client and their respective applications, processes, learn fundamental operations of commonly-used software, hardware, and other equipment, follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software, ensure that the scorecard is maintained as per SoW with respect to TAT SLA hits, manage all queries or escalate if not resolve as per the defined helpdesk policies and framework, regular MIS resolution log management on queries raised, record events and problems and their resolution in logs, follow-up and update customer status and information, pass on any feedback suggestions escalations by customers to the appropriate internal team, identify and suggest improvements on processes, procedures etc.

Performance Parameters
  • Service Desk Delivery: Adherence to TAT SLA as per SoW, Minimal Escalation, Customer Experience
  • Personal: Attendance, Documentation etc
Mandatory Skills
  • Desktop Support

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