Service Desk Agent

Service desk/Helpdesk
Provide technical expertise to the Service desk team

Act as technical liaison between Service desk and IM support groups

Maintain technical skill continuity and consistency of Service desk staff

Ensure continuous improvement of services provided by the Service desk

Provide telephone support to customer end users

Provide Problem Management System support activities

Maintain skills inventory of Service desk analysts and Work Request coordinators:

Evaluate technical skills

Develop and maintain Training Plan

Liaison between Service desk and other groups on technical support issues:

Proactively work with other groups on normal process support issues

Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process

Update, organize, create an easy electronic access to all Service desk documentation, including manuals, scripts, processes, process flow charts

Ensure implementation of BOP (Best Operating Practices) in the Service desk

Establish communication link with other zones relative to technical and support environment

Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.

Phone support experience necessary.

Technical Service desk or technical call center experience is necessary.

Disciplined, systematic problem solving skills required.

Hands-on work experience with the following:

Windows Operating systems

Ability to learn new information quickly and the willingness to do so at all times.

Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.

Customer Focus

Teamwork

Technical Expertise

Interpersonal Effectiveness

ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Good Communications

Ready for 24 7 Support environment.

(1.) To provide support for on call escalations and doing root cause analysis of given issue

(2.) To independently resolve tickets within agreed SLA of ticket volume and time

(3.) To adhere to quality standards, regulatory requirements and company policies

(4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts

(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

Last updated on Sep 22, 2022