Service Desk L1

4 days ago

Mumbai, India Quess IT Staffing Full time

**About Us**

“Magna Infotech, now Quess IT Staffing, is India’s largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions some of the biggest names across industried. Quess IT Staffing is a division of Quess Corp Limited, India’s leading business services provider and largest domestic private sector employer. Quess Corp Limited is - ‘A Great Place to Work’ certified - a testament to our excellent culture, people, and processes.”

**About Company**

**Roles and Responsibility**

**Designation - Service Desk Engineer**

Experience - 0.8months to 1yr

Location - Ghansoli (Navy Mumbai)

**Role description**:
1. This is a PAN India base project for Reliance Retail IT.

2. It is a L1 Voice Technical Support profile for retail project.

3. He/ She will be the first point of contact to all kind of calls/ query/ tickets.

4. Have to answer inbound calls from a toll-free number.

5. Customer (people working in store/ billing counter) will be making the call when some technical issue is been faced in the store regarding printer, POS machine, desktop, billing machine, bill printer etc.

6. Should listen to the call, understand the query, login the ticket in system and provide proper resolution on call to the customer.

7. You have to maintain SLA while working on live calls/tickets.

8. If any ticket is not been able to resolve by the engineer, then the ticket will be passed on to the particular concern team.

9. Multiple follow ups need to be done by making outbound calls for open tickets to get it closed on time and to maintain the minimum bucket count.

10. Must maintain the quality of calls and performance/productivity.

Eligibility.

1. Must have completed 10+Diploma for 3yrs or 12+Degree/Diploma for 3yrs.

2. Must have a laptop/ desktop in working condition and good Wi-Fi connection.

**Other prerequisites**:
6 days working 1 rotational week off.

2. Sat and Sun working.

3. Since it is retail background it will be working on festival and national holidays.

4. For festival holiday working comp off will be provided.

5. For national holiday working double pay will be given.

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