Service Desk Management, Service Desk Voice Support
1 week ago
Service Desk Management, Service Desk Voice Support
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve utilizing your exceptional communication skills to ensure the seamless operation of our world-class systems. You will engage with clients to accurately identify their issues and leverage your extensive product knowledge to design effective resolutions, all while maintaining a strong focus on quality and client satisfaction.
Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Facilitate training sessions to enhance team capabilities and knowledge sharing.
- Monitor team performance metrics and implement strategies for continuous improvement.
Professional & Technical Skills:
- Must To Have Skills: Proficiency in Service Desk Management, Service Desk Voice Support.
- Strong understanding of incident management processes and best practices.
- Experience with ticketing systems and customer relationship management tools.
- Ability to analyze and resolve technical issues efficiently.
- Excellent verbal and written communication skills to interact with clients and team members.
Support Type & Working Hours:
Primary Mode of Support: Voice-based support, with additional assistance via email, chat, and remote desktop tools.
Shift Requirements: 24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.
Work Location & Timing: Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.
Work Schedule: Five-day work week, with weekly offs determined by the shift roster.
Additional Information:
- The candidate should have minimum 5 years of experience in Service Desk Management.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.
15 years full time education
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