THAKRAL ONE
SERVICE DESK MANAGEMENT-2015/16 BATCH:
Walkin

Company Name:-

Thakral One

Job Title:-

Service Desk Management

Target Degrees:-

BE/Btech- All branches

CTC offered:-

2.2 LPA

Joining Location:-

Bangalore

Joining Period:-

Immediate

Any Bond:-

No

Role & Responsibilities:-

Technologist to respond to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat & remote support. 

  • Technologist to identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group.
  • Follows the incident life cycle as defined by process viz – logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure.
  • Technologist constantly upgrades his technical, process and soft skills to achieve the client and internal quality scores with CSAT scores, resolution on call and customer service scores.    
  • Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.   
  • Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.        
  • Incident management and usage of ITSM   
  • Good problem solving and analytical skills    
  • Excellent customer service skills   
  • Ability to remain calm and courteous in periods of stress, and while facing an irate customer and managing back to back calls when required.

Support Type / Hours: 

  1. Predominantly Voice Interaction support and also through email, chat & remote support.   
  2. 24x7 Support, shifts based on roster. This means role requires working in US / Night shifts and weekends and on national holidays.    
  3. 10 hours shift with 1 hour break split into 2 short breaks and one lunch breaks.  
  4. 5 days working per week, with weekly offs based on roster.      

Good to Have:
      1.      Technical Certifications like A+, Network +, Security +, CCNA, MCP, MCSP etc

 

Interview / selection Process:-

GD, PI, HR

Interview Date/Time/Venue:-

Venue:-

8th Floor, The Estate
No. 121, Dickenson Road
Bangalore - 560042, India
 
Date:-
 
27th and 28th June 2016
 
Time:-
9:30 AM
 


Last date for Applicaiton:- Jun 28, 2016
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