Language: Proficient in English (Read + Write + Speak )Role purpose:
Resolve End Users infra issues when they seek help from IT help desk through various mediums like calls , chat and Service Requests
Roles and Responsibilities ---
- Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
- Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
- Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
- Routes the enquiries to Resolver Groups as appropriate
- Re-routes misdirected calls
- Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
- Provides status and updates on tickets to authorized users
- Reopens Ticket / Creates recent ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
- Makes recommendations for updates to the KB database
- Adherence to policies and procedures, closure of open calls after resolution.
Mandatory Language Skill: Prior SD experience and good English speaking skills" Note:- This is a WFO Profile and Candidate should be comfortable working for Hyderabad or Pune because this profile is available for these two locations.DM / WA / CALL ---Schedule your interview kindly call or drop your resume on the given numbers AND write - PUNE SD ,BANGALORE SD WITH YOUR RESUME .
HR SAKSHI --- (phone hidden)
HR MAMPI - (phone hidden)
HR ALISHA - (phone hidden)
HR ZIKRA -- (phone hidden)
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📌 Service Desk Associates @ MNC -International Process -- Call Sakshi (Hyderabad)
🏢 KVC Consultants
📍 Hyderabad
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