Service Desk Management Professional

2 weeks ago


Gurgaon, Haryana, India 2coms Full time
Job Description

We have an exciting opportunity for a Service Desk Management Professional to join our team at 2coms in Gurgaon Location.

About the Role:

As a Technical Support Specialist, you will act as the primary point of contact for clients, providing exceptional customer service and technical support to resolve their issues promptly and efficiently.

Key Responsibilities:

  • Respond to client inquiries and issues through various communication channels, including voice, email, and chat.
  • Investigate and diagnose issues, providing accurate and timely resolutions to clients.
  • Follow the incident life cycle, logging incidents, categorizing, documenting, and resolving or assigning them to relevant teams as necessary.
  • Achieve client-defined targets and deliver high-quality service to ensure client satisfaction and loyalty.
  • Work closely with internal teams to resolve complex issues and escalate as needed.

Requirements:

  • Experience - Fresher & Experience (Technical Client Support)
  • Qualification - BE/B.Tech/BSc in IT or MSC in IT.
  • Excellent communication and interpersonal skills, with the ability to work effectively in a team environment.
  • Comfortable with rotational night shifts and flexible work arrangements as required.

Benefits:

  • Cab Facilities.
  • Night Allowance.
  • PF
  • Health Insurances.

Additional Information:

We offer a dynamic and supportive work environment, with opportunities for growth and development. If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity.

Key Performance Indicators (KPIs):

  • First Call Resolution (FCR) rate
  • Client Satisfaction (CSAT) score
  • Incident Resolution Time (IRT)
  • Escalation rate

What We Offer:

At 2coms, we value our employees and offer a range of benefits to support their well-being and career development. These include:

  • Cab Facilities.
  • Night Allowance.
  • PF
  • Health Insurances.

We are an equal opportunities employer and welcome applications from diverse candidates.



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