HIRING FRESHERS – IT SERVICE DESK EXECUTIVE |
Job Description
Hiring IT Service Desk Executive (Work From Office)
Language: Proficient in English (Read + Write + Speak)
Role purpose: Answer calls and Service Requests from end users and track status and progress to resolution.
Main responsibilities:
- Opens, logs, prioritizes, assigns, and closes calls logged.
- Asks the End User for all relevant information concerning the call made or issue reported.
- 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.
- Provides status and updates on tickets to authorized users.
- Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction.
- Should be comfortable to work in 24/7 environment
- Should be comfortable to work from office.
Skills Required
- Candidate should have excellent communication.
- Good Knowledge of Laptop/Desktop troubleshooting.
- Knowledge about VPN/ Windows OS/O365/Active Directory.
- Should be comfortable with WFO in 24*7 Rotational Shifts.
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