Service Desk Associate

7 days ago

Hyderabad, India Outpace Consulting Services Full time

We Are Hiring For Service Desk Role With Leading IT Company. (**Immediate Joining to 30 Days**)

**Job Location**: Hyderabad

**Sal**: 2.50 to 6.00 LPA

**Language**: Proficient in English (Read + Write + Speak )

**Role purpose**:
Resolve End Users infra issues when they seek help from IT help desk through various mediums like calls, web, chat and Service Requests

**Roles and Responsibilities**
- Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
- Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
- Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
- Routes the enquiries to Resolver Groups as appropriate
- Re-routes misdirected calls
- Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
- Provides status and updates on tickets to authorized users
- Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
- Makes recommendations for updates to the KB database
- Adherence to policies and procedures, closure of open calls after resolution.
- 1-6 Yrs of experience in **Service Desk/International BPO/Technical Support**:

- Basic understanding of inter-relationship of software, hardware and communications Hardware trouble shooting skills Printer and Network issues
- Experience in PC Hardware configuration
- Experience supporting LANs, PC operating systems and desktop software
- Experience using a variety of PC software including Microsoft Office Suite,
- Knowledge and understanding of end user requirements
- Strong customer service orientation Self-Starter
- Good listening skills & Ability to analyze and solve technical problems
- Strong problem analysis, resolution, and writing skills
- Good interpersonal and communication skills Analytical skills excellent spoken and written communication skills

Mandatory Language Skill: Prior SD experience and excellent English speaking skills

Key Skills

Service Desk

CTS

TCS

Mindtree

CNS

Vcare

Infosys

IBM

Tech Mahindra

Sykes

Concentrix

First Source

Capgemini

Hinduja

Cognizant

CSS

Genpact

Accenture

Sitel

Personiv

DXC

HCL

Vodafone

Teleperformance

Convergys

Amazon

Hexaware

Skills highlighted with ‘‘ are preferred keyskills
- Education
- UG:

- Any Graduate

Company Profile
- Outpace Consulting Services Private Limited- Leading it company- Company Info

***
- View Contact Details- +**Salary**:
2,50,000 - 6,00,000 P.A.

**Industry**:
BPO / Call Centre

**Functional Area**:
Customer Success, Service & Operations

**Role Category**:
Customer Success

**Role**:
Customer Success Associate

**Employment Type**:
Full Time, Permanent

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