Executives
Executives
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Job Description
1) Candidate should have good written and verbal communication in English
2) Agent should be able to handle international customers calling in and understand US voice accents with at least two years in voice process
3) Needs to have at least one to two years working experience on a reputed ITSM tool (Service now/ JIRA/ SolarWinds/Remedy etc)
4) Basic Business Etiquette
5) Understanding of Incident Management processes in a large enterprise
6) Relevant experience in contributing to first call resolution(FCR) MTTR CSAT on Helpdesk calls
7) Customer Centric approach
Exp 2- 5 years
Job Responsibilities include:
1) Ticket logging for all the issues and requests received
2) Ensure standard helpdesk SLAs are adhered to - adhere to FCR
3) Log tickets with correct priority and category
4) Assign tickets to correct bins and follow up
5) SPOC for taking all calls from IT users limited to scope of work
6) Prioritize incidents/SR/CR via Helpdesk tool
7) Relevant experience in working with cross functional teams
Employment Type
Full-Time
