Critical Service Resolution Specialist

3 days ago

Hyderabad Secunderabad Telangana Pune Chennai, India beBeeincidentmanager Full time ₹ 4,00,000 - ₹ 8,00,000

Key Responsibilities:

  • Ticket triage, categorization, prioritization, and assignment.
  • Major IT Incident escalation,
  • User account maintenance, network access management, and provisioning/termination services.
  • Deliver high-quality customer service through inbound and outbound calls.
  • Efficiently resolve queries by taking ownership of first-call resolution.
  • Identify opportunities to provide information on additional value-added services.
  • Participate in formal and informal team-based training.
  • Comply with all legislative requirements relevant to the role.

Service Level compliance for Incidents and Requests is ensured.

A comprehensive understanding of Service Desk processes and procedures is required.

Experience & Essential Skills:

  • IT support experience working on a Service Desk
  • Active Directory skills
  • Service Now proficiency
  • Knowledge of ITIL processes
  • Strong written and verbal communication
  • Excellent customer service skills

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