- Technical and Professional Expertise: Customer Handling Skills Good communication skills (Fluency in English is a must) Incident management and usage of ticketing tools
- Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related troubleshooting skills
- Unparalleled Listening and Comprehension capabilities
- Ability to keyboard to capture significant details on a call for documentation ITIL Basic Knowledge, Proficient in handling customer queries
- Responsibilities: Provide direct technical assistance to customers via phone, email, and chat
- Identifies issues create Service Request or Incident based on the issue type and provide L1 resolution
- Work diligently towards achieving KPIs/SLAs as part of a multi skilled team
- Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements
- Should flag any priority incidents immediately to the SME
- Ensures Incident records are kept up to date throughout the life of the Incident, additional information is documented as it becomes available,



and progress updates/user chases and other actions are taken towards resolution
- Receives successfully completed Incidents/Changes/Service Requests and closes the record accordingly
- Executes required tracking of knowledge base usage and opportunities (voting and rating as required) as well as Sense and Respond activities/actions
- Provides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly
- Monitors auto-generated incidents from event / monitoring, ensuring that they are correctly prioritised, and action taken accordingly
- Understands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informed Identifies Incidents that require management through additional processes

Role: IT Support - Other

Industry Type: IT Services & Consulting

Department: IT & Information Security

Employment Type: Full Time, Permanent

Role Category: IT Support

Education

📌 Service Desk Agent (Chennai)
🏢 Fujitsu
📍 Chennai