Job Summary Assist Users to help fix their IT issue Access Password Application Hardware Networking related with willingness to work in rotational shifts including weekends specifically Australian NZ shifts Ensure to provide best in class Service to users and there by maintaining high level of C-Sat Efficiently manage the agreed SLA on the Incidents and Service Request handled Manage and Handle User query coming through Calls or Self-service online mode Responsibilities Bachelor degree or equivalent experience should have above 12 months relevant experience in IT contact center Excellent spoken and written communication skills on English language above B1 High on CEFR standards Robust customer service orientation good listening skills and the ability to analyze and solve technical problems Ability to communicate effectively and resolve customer issues faster with speedy Typing skills while working on Online tickets Knowledge in computer configuration Common troubleshooting no boot no internet etc Awareness of basic networking concepts DHCP DNS TCP IP VPN basic understanding Understanding on Active Directory Connectivity Networking IPs Ping NS Lookup etc Knowledge on LANs Operating systems Desktop Applications Basic knowledge on Windows server Physical or Virtual Config Basic understand to triage computer peripherals equipment such as controller CPU printers and modems Scanners Pinpads etc Knowledge on Remote troubleshooting through User machine Hands on experience on ServiceNow ticketing tool will be an added advantage Prior experience in Retail Store Operations helpdesk will be preferred Handling first level Incident triage for complex process steps or transactions and resolve queries escalations with customers in Helpdesk domain as defined in SOP Effectively communicate information on products services and or trouble shoot technical issues within the specified time frames as agreed with the client in a manner that is understandable by the end user customer Document Track each transaction in the ITSM tool Application as per the process guidelines with agreed categorization prioritization Handle Calls related to Password resets Access issues Hardware triage Application troubleshooting etc Multi-Tasking attributes that helps in time management while handling calls incidents Ensure 100 C-Sat FCR Fist Call Resolution on the calls Incident handled for all in scope issues Maintain a high degree of quality while handling calls Incidents or any sort of process documentation meeting all the defined parameters Align individual goals with team objectives work cohesively with the team Record attendance and time sheet related data Contribute to and participate proactively in knowledge sharing sessions

📌 Ioa-sr Process Executive (Tamil Nadu)
🏢 Cognizant Technology Solutions
📍 Tamil Nadu