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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Recruitment Services |
| Functional Area | Sales / BDGeneral / Other Software |
| EmploymentType | Full-time |
Job Responsibilities include: Receive and log customer Incidents and Service Requests received by phone or emailAccurately classify, prioritize, and record Incident & Request details into the ticketing systemProviding first contact resolution when possible Routing of tickets to tier- 2 resolvers when necessaryTracking and communications with the customer throughout ticket lifecycle Ticket closing upon customer consentDetailed JD:Experience Required (Role based experience & Implementation Experience)o Act as a point of contact for phone calls, emails, and tickets from external & internal clients regarding IT serviceso Receiving, Logging, and managing calls, email and ticketo Documentation, recording & updating incident details in ITSM platformo Ability to adapt to the dynamic environmento 1ST and 2nd line Support- troubleshooting of IT related problems software and Hardware, Windows, Laptops, PCs, Printerso Troubleshoot basic network issues such as ADSL broadband issueso Basic Active Directory knowledge. Creating user accounts, reset password etc.o Take Ownership of user s problems and follow up the status of problems on behalf of the user and communicate progress in a timely mannero To maintain a high degree of customer service for all support queries and adhere to all service management principleso Installation of new hardware s and software so Experience in supporting O365 Word, Excel, PPT, Skype for businesso Troubleshoot email client Outlook, Lotuso Browser- Chrome, Edge, Safari, MozillaRelated Experience (Good to have)o Knowledge on Point of sale machineso AS400 servero O365 & SharePointo ITILo MAC & IOSo Networking (LAN/ WAN) Priority Skill Set (Most Important)o Excellent communication skills and telephone mannero Incident Management experience Managing incidents including business expectations and communicationso Must have worked with US based clientso 2+ years previous IT Service Desk and/ or Call Center experience requiredo Must have experience in handling multiple B2B customerso Experience working in a 24x7 support environment,
Keyskills :
msofficeservicedeskcustomerserviceservicemanagementincidentmanagementcommunicationskillsmacwanb2btservicedesk3rdpartyrelationshipscallcenteritservicesremotesuppactivedirect