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IT Service Desk - HR - Gurgaon

4.00 to 6.00 Years   Gurugram   22 Sep, 2022
Diverse Lynx
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Job Description SN Required Information Details 1 Role ServiceDesk 2 Required Technical Skill Set IT L1 basics & voice process 3 No of Requirements 4 Desired Experience Range 5 Location of Requirement GG5 Desired Competencies (Technical/Behavioral Competency) Must-Have Technologist to respond to L1 Troubleshooting issues over calls (Voice process) Technologist to respond to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat & remote support. Technologist to identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group. Technologist to capture all incidents in incident tracker tool and assign the cases to relevant assignment group as per process and ensures proper documentation. Provides resolution to customer based on in scope processes Follows the incident life cycle as defined by process viz logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure. Technologist constantly upgrades his technical, process and soft skills to achieve the client and internal quality scores with CSAT scores, resolution on call and customer service scores. Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement. Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention. Good-to-Have Windows 10 knowledge Experience in NOC monitoring SN Responsibility of / Expectations from the Role 1. Willing to work across 24/7 shifts on rotational basis. 2. Working in accordance to the ITIL defines processes. 3. Excellent communication skills. Type Details of The Role (For Candidate Briefing) Reporting To Which Role Servicedesk Manager Size of the Team, if any Reporting to this Role On-site Opportunity Unique Selling Proposition (USP) of The Role Details of The Project (A short Briefing on the Project can be provided herewith. It may be shared with external stakeholders like job-agencies etc. ,

Keyskills :
unique selling propositionservice desklife cycleservice levelwindows 10

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