Job Description
Working Hours:
- Daytime shift working hours: 8:00–17:00, 9:00–18:00, 10:00–19:00, 11:00–20:00, including 1 hour break
(One of them will be assigned to you, but shift working hours would be changed regularly.) - Fixed Saturday & Sunday Off, No work during Public Holidays
Responsibilities:
- Handle calls, emails, & Web tickets (daily)
- Address technical queries and fix or log them appropriately accurately
- Escalate queries when required to appropriate personnel
- Identify trend of calls / tickets and highlight it to Incident Manager (IM)/L1.5 TL SDM as appropriate (Outage confirmation)
- Log tickets in Service Now (SNOW) as per policies assigned according to the policies & procedures
- Ensure Follow up mechanism is in place targeting customer’s issue resolution in an optimized manner enhancing Customer Delight
- Ensure consistent productivity and quality of service
- Meet SLAs and individual KPIs
- Assist Operation Support System (OSS) with problem determination & handle any Severity 1 & 2’s appropriately
- Should manifest flexibility to support operational requirements
- Maintain highest level of ethical work standards and be compliant with Organization & Project policies & procedures
- Shift timing is 9 hours which includes one hour break
Key Experiences And Skills Required:
1–2 years of overall experience in IT troubleshooting – IT helpdesk or service desk
Mandatory Skills: TIS Service Desk .
Experience: 1-3 Years .