Job description
- Responsibilities:Should be handling Call / Chat / Email Support to end usersIdentifies issues create Service Request or Incident based on the issue type, and provide L1 resolution, on callShould flag any priority incidents immediately to the SMEEnsures 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 resolutionEnsures that Incidents which are resolved without leaving the Service Desk are flagged as being a First Time FixReceives successfully completed Incidents/Changes/Service Requests and closes the record accordinglyExecutes required tracking of knowledge base usage and opportunities (voting and rating as required) as well as Sense and Respond activities/actionsHandle complex customer scenarios, documenting solutions,



and effectively providing dependable and timely resolution to all product related technical issues experienced by customersAnticipate customer needs and effectively addressing concerns related to their issue or resolutionProvide direct technical assistance to customers via phone, email, and chat
- Provides a single point of contact for all users of the serviceEnsures that a continuously high level of customer satisfaction is achievedReceives calls at the Service Desk and undertakes dialogue with the user, ensuring standard Service Desk scripts are followed, with valuable command over EnglishEnsures that contingency plans are understood and followed in the event that the Service Desk tool is unavailableProvides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly Identifies new requests that are not Incidents and manage them appropriatelyIf the request is a Change Request (RFC), initiate the Change Management process If the request is a Service Request(RfS), initiate the Standard Change / Service Request process Monitors auto-generated i

📌 Service Desk Agent (Pune)
🏢 Fujitsu
📍 Pune