Help Desk Specialist
7 days ago
We are seeking a skilled Service Desk Associate to join our team at Jio. As a key member of our support team, you will play a critical role in ensuring our customers receive exceptional service.
Key Responsibilities:
User Query Handling - Capture, validate, and triage user queries or issues for further processing.
Ticket Generation and Assignment - Ensure timely interaction handling, ticket generation, and assignment in line with agreed TAT and KPIs.
Communication and Collaboration - Communicate effectively with users, resolver teams, and other stakeholders to drive timely closure of tickets.
Service Delivery and Performance - Monitor team performance against SLA/KPIs, driving change as needed to deliver continuous service improvement.
Reporting and Optimization - Prepare and publish daily/weekly reports, ensuring continuous process improvement through analysis, reviews, and automation.
Requirements:
- Minimum 2-5 years of experience in a similar role.
- Ticketing tool and MS Excel knowledge.
- Excellent communication, influencing, and customer management skills.
- ITIL certification.
- Flexibility to work in shifts.
- Excellent organizational and time management skills.
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