Associate – Technical Service Desk:
- Non-Engineering Graduate (Sciences, BSC- IT, BCA etc.,) (Tier 2)
- 2 – 3 years of prior work experience (preferably in service desk)
Technical Skills:
- Proficiency in Microsoft Office applications (Outlook, Excel, Word, PowerPoint)..
- Experienced in 1 or more IT Service Management Tools (Service Now, JIRA etc.)
- ITSM Certifications is a plus
- Domain knowledge in any domain is a plus
- Knowledge on basic workflows in any industry
Soft Skills:
- Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests
- Excellent communications skills both verbal and written.
- Work hour flexibility
- Agility and positive attitude for learning
- Team player with mindset to share knowledge, maintain transparency and grow together with team.
- Agility for quick learning
- Problem-solving skills
- Analytical skills
- Work hour flexibility
Roles & Responsibilities:
- Responsible for customer support through multiple channels – Phone, chat and web tickets.(calls, webforms, emails, chats and voicemails).
- Own incidents/issues end to end with minimum guidance.
- Manage customer communications (verbal and written) with ability to switch between different countries and cultures (Americas, EMEA, APAC)
- Recording, diagnosing, troubleshooting, resolving, & assigning incidents and service requests based on a defined scope of support.
- Understanding and adherence to contractual goals and Service Level Agreements (SLAs).
- Identify continuous improvement opportunities like automations, process optimizations in the work being performed.
- Strive to achieve client satisfaction while maintaining technical accuracy and efficiency with adherence to contact quality guidelines.
- Build proficiency in smallers workflows/modules areas and provide guidance to other team members.
- Stay up to date with outage, knowledge update alerts that are communicated on a need basis.
- Document known service request resolutions in the knowledge base.
- Demonstrate flexibility in working in different shifts (24×7 operations).
- Gain deeper understanding of business and impact of the work we are delivering, ability to do their tasks with minimal supervision and help juniors in their teams.
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