- Provide Level 1 support for all in scope of service via Phone/Chat/Email.
- Act as a single point of contact (SPOC) for all user requests, and resolve issues on first call, or route to the appropriate resolving support group.
- Perform active case management and be accountable for end-to-end delivery of requests that originate with them and is responsible for ensuring resolution is driven by all downstream support groups.
- Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process.
- Develop, establish and maintain call prioritization guidelines and escalation procedures.
- Provide a system’s status recording with status information such as known Major Incidents and estimated recovery time.
- Service Now Queue Management - Incident, Service Request, Problem & Change.
- Ensure all the specified SLAs are met in accordance with the customer agreement.
- Maintain and drive the call quality keeping customer satisfaction as priority.
- Escalate customer concerns on a timely basis and follow up to closure.
- Take end to end ownership of call and ticket to ensure timely closure and resolution.
- Follow the quality parameters as specified by the quality protocol and process to be followed.
- Comfortable with a 24x7 shift schedule.
- Good Communication Skills
- 100% Work from Office
Key responsibilities:
- Knowledge Service Desk workplace
- Knowledge of ITSM Tool Service Now
- Knowledge of ITIL Processes
- Active Directory, Service Now, Office365, Windows Troubleshooting Skills
15 years of Continuous Education.
📌 Service Desk Associate (India)
🏢 Tata Consultancy Services
📍 India
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