We have an excellent opportunity for the role of Service Desk on our Partner's payroll on contract basis. Interested candidates can refer the

Skills:

Min 2-5 years of experience                                                                                                                                                                                    

Ticketing Tool & MS Excel Knowledge

Have excellent communication, influencing and customer management skills

ITIL Certified

Flexible to work in shifts

Excellent organizational and time management skills.

Job Profile Description:

• User query/issue handling. Ensuring user queries or issues are captured, validated, and triaged for further processing.
• Ensure Interaction Handling, Ticket Generation and Ticket Assignment as per agreed TAT and KPIs
• Communicating with users. Ensuring that various types of information are communicated to users through the appropriate channel(s).
• Collaboration with resolvers team on timely closure of tickets.
• Acts as the routine contact point, receiving and handling requests for support.
• Manage the performance of services to customers (24 x 7, 365 days per year), ensure that service levels are achieved in line.
• Monitoring the effectiveness of the team against SLA/KPI‟s, driving through change as needed to deliver continual service improvement.
• Ability to work on own initiative and ready to accept additional tasks.
• Ensuring that daily / weekly reports are prepared and published.
• Optimization - Ensuring improvement of the two previous processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organizational changes.