Help Desk Specialist

3 days ago

Coimbatore, Tamil Nadu, India beBeeSupport Full time ₹ 4,00,000 - ₹ 6,00,000
Job Title: Technical Support Help Desk

This role is responsible for providing first-level support and resolving technical issues for end-users via various communication channels.

Responsibilities:
  • Good Communication
  • Technical skills required to resolve technical issues efficiently
  • Responsible for service Request fulfillment, Incident Mgmt (First level resolution) for the End User queries via Avaya call, web tool and mailing/chat system within the agreed service level and defined guidelines.
  • Record all End user transactions in Remedy ticketing tool.
  • Responsible for maintaining SLA/KPI's for self.
  • Provide quality deliverables and enhance customer satisfaction.
  • Escalate issues to Leads (if unable to resolve, solutions not in database, new issues, unhappy End User, complaint, Demanding End User)
  • Contribution to knowledge management by updating/creating the knowledge articles.
  • Adhere to security and compliance requirements.
  • Communication etiquettes are crucial in this role.
  • Ensure adherence to basic guidelines laid down for the ticket/voice quality feedbacks provided by Leads/DAT POCs.
  • Proactively contribute to and participate in knowledge sharing sessions.
  • Continuous service improvement plans (CSI) participation is mandatory.
  • Monitor and notify leads in case of any challenges or escalations.
  • Prepare handover of Batch Process Monitoring report at the end of each shift and share it with the next shift members.

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