Job Summary
ServiceDesk is a role that works closely with the Users to ensure effective and efficient delivery of all IT support. It also has three mediums via which the user can reach us Call support, Email and Self-service portal. The Service desk Agent is expected to show case efficient handling ability of the customers and maintain good technical support all the time.\\\\r\\\\n\\\\r\\\\nServiceDesk have 2 types of ticket reporting – Incidents and Service request and the agent will be responsible as an individual contributor and at times agent must also steps up and take responsibility for the smooth operations. Agent must also be available to support in peak periods, crisis, and emergency sick-off’s\\\\r\\\\n\\\\r\\\\nThe ServiceDesk Agent must therefore have excellent time management skills and should be able to prioritize the work properly \\\\r\\\\n\\\\r\\\\nRoles and Responsibilities: \\\\r\\\\nCall support: \\\\r\\\\n1. To answer incoming calls from Users and ensure all calling KPI’s (Average handling time, Average speed to answer) are met. \\\\r\\\\n2. Provide online support and perform troubleshooting within the Average handling time \\\\r\\\\n3. Log an incident or service request in Cherwell with source as “Phone” based on the input from user\\\\r\\\\n4. To carefully listen and diagnose the issue, record all the outcomes in the ticket\\\\r\\\\n5. Offer a call back if required to continue the troubleshooting \\\\r\\\\n6. Agent should therefore possess excellent communication skills, as good communication will help resolve many issues \\\\r\\\\n\\\\r\\\\nEmail and Self-service\\\\r\\\\n1. To accurately record and classify the incidents/Service requests properly with appropriate Priority, category and subcategory, Description, and error message screenshot if any \\\\r\\\\n2. To meet the Response SLA on the incident and perform on time triaging of the incident/Service request \\\\r\\\\n3. To perform initial level of troubleshooting, record all the outcomes in the ticket \\\\r\\\\n4. To liaise with internal teams when required \\\\r\\\\n5. To have clear communication of the issues, progress, and outcomes on the incident \\\\r\\\\n6. During an outage, Agent is required to perform Risk and impact analysis and engage the Major incident team accordingly \\\\r\\\\n7. Escalate whenever and wherever necessary to arrive at a resolution\\\\r\\\\n8. Get the concurrence of the User when the agent has resolved the incident /service request and resolve it accordingly \\\\r\\\\n9. If user reports the issue has occurred once again, Agent should be able to help by reopening the request and take necessary actions along with the internal teams \\\\r\\\\n10. Agent should be able to liaise with vendors with requests related to replacements\\\\r\\\\n11. To provide world class support to the end users by ensuring customer needs and expectations are met/exceeded by providing excellent service \\\\r\\\\n
Key Responsibilities
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.