Job Summary
Service Desk Agent – L1- EnglishrnResponsible for Service ticket creation / assignment/ categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW.rnResponsible to acknowledge issues reported by users through Calls/Chat/Email/Portal during the assigned periodrnFollow Knowledge articles for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the Incidents.rnOwnership of the ticket until support taken L2rnRouting / chasing of tickets with other resolver groups.rnIdentifying the trend of calls / tickets and highlighting it to Incident manager as applicable for Outage confirmation.rnCreating child tickets and tagging them with Parent ticket.rnGather information about the latest updates on the high severity incident and convey the same to the customersrnCallback the user and confirm resolution (wherever applicable)Ownership of the ticket until support taken from L2rnProactive queue managementrnVIP call handlingrnShould have how to experience on Exchange, Network and intunernShould be well versed with Windows 10/11rnShould be excellent in Communication Skills.rnCEFR Grade B2 with Spoken score above 55.
Key Responsibilities
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.