Role: IT Helpdesk Support Analyst

Regional Voice process – English (Verbal + Written) + Hindi (Verbal) & Marathi (Verbal)

Location: Coimbatore, Tamilnadu – (Work from office)

Roles and Responsibilities

 Excellent communication in English, Hindi, Marathi is mandatory

 Ticket Handling, Monitoring and Dispatching:

 Create Ticket and resolve Level 1 tickets that are simple user queries like What-

is/How- to/When using FAQ

 First Level Resolution (FLR) – Resolve all tickets which are under scope of Level 1

(L1) with no spill-over to Level 2 (L2)

 Tickets beyond L1 resolution purview to be dispatched to the L2 solution group

 L1 definition and classification of tickets will be done during the Knowledge Transfer

and training

 Analyze the ticket by capturing necessary information from the user and use the

knowledge gained in training to troubleshoot the issue

 Retain ‘end-to-end ownership’ of all tickets which are handled by the team (New Ticket

> Follow-up > Follow > Through to closure)

 Contribute inputs towards process improvement and innovations to improve

operational efficiencies and customer experience.

 All open tickets (L1 and L2) to be followed-up on a daily basis with the user / technical

team member to meet the agreed resolution time.

 Refer knowledge database articles to fetch the resolution data and convey the same

with clear explanations to the end user.

 Ensure to confirm appropriateness of resolution with customer post providing the

solution

 Change the ticket status to ‘Resolved’ in helpdesk tool per the standard ticket detail

documentation format agreed

 Create and contribute new knowledge articles towards constant update of the

knowledge base with learnings on a day-to-day basis.

Experience:

 Freshers & experienced (Any Diploma/ Any Degree)

 Process: English, Hindi & Marathi Voice Process

 Shift: Rotational Shift

 Perks and Benefits: Cab, One Free meal