Right Move Staffing Solutions Private Limited
Location
Pune | India
Job description
Greetings from Right Move…!!!
As discussed, please see below the Job Description for 'Service Desk Analyst'
Job Location : Pune , Hinjewadi
Work Mode : Onsite
Shifts : US Rotational (Night shifts)
Walk in drive - Face to Face interviews, Immediate joining
Max CTC - 6.5 (1 year into Customer Support or Service Desk or Technical Support)
Role purpose :
The RDS Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR
He/she should follow KEDBs, Wikis for resolving technical issues and follow the defined processes(SOPs/SOWs) while attempting to resolve the incidents.
Core Competencies/Skills/Knowledge :
· To provideL1 and L1.5 support; answering support queries via phone, email, Chat and Web from end user or SD L1 team
· To maintain a high degree of customer service for all support queries and adhere to all service management principles.
· To take ownership of user problems and be proactive when dealing with user issues.
· Logging / verifying customer details
· Identifying the issue and categorizing / prioritize the incident
· Creating a ticket in CRM tool
· Referring KB for workaround / resolution and attempting resolution
· Strong interpersonal skills are a prerequisite.
· Ability to work effectively in a dispersed team and individually.
• Ticket re-assignment to L2 if ticket unresolved by L1/L1.5 (where ever applicable)
• Ticket reassignment to PRG's if ticket unresolved by L1.5 (where ever applicable)
• Recording trend of calls and identifying outages proactively
• Callbacks for customer not reachable cases & customer request
• Identifying the trend of calls / tickets and highlighting it to TL/SME as applicable for outage confirmation
• Creating child tickets and tagging them with problem ticket
• Callback the user and confirm resolution (where ever applicable)
• Trouble shooting issues related to Outlook email / MS office suite / WebEx / Jabber / Cisco AnyConnect VPN, Chrome / Safari , IE, Firefox, Lotus Notes etc as per scope document and SOW
• Handling Emails & Service Requests using Remote tools
• Handling Technical issues of L1 and issues where L1 scope doesn't include a resolution or out of scope issues of L1
• Discuss technical and process updates with teams, contribute in technical and process updates/trainings
Job tags
Salary
