| THAKRAL ONE
SERVICE DESK MANAGEMENT-2015/16 BATCH:
Service Desk Management
BE/Btech- All branches
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:
Predominantly Voice Interaction support and also through email, chat & remote support.
24x7 Support, shifts based on roster. This means role requires working in US / Night shifts and weekends and on national holidays.
10 hours shift with 1 hour break split into 2 short breaks and one lunch breaks.
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
8th Floor, The Estate
No. 121, Dickenson Road
Bangalore - 560042, India
27th and 28th June 2016
Last date for Applicaiton:- Jun 28, 2016