Service Desk Administrator

Gratitude Inc

448 Views

17 hours ago

3-5 Year(s)

₹ 4 - ₹ 6 Thousand p.a

Delhi, Pune, Bangalore

Job Description

Key Skills

Communication CRM (Customer relationship Management) Customer Relations Customer Service End-user support Information technology Customer Management Customer service advisor BPO Skills Customer Engagement

5 candidate(s) have already applied for this Job. Apply now

Purpose of the Role:

To answer Calls and Service Requests from end Users, Track Status and Progress of Resolution.

The position is available in the following locations:

Pune, Hyderabad and Bangalore, Delhi NCR, Chennai

WORK FROM HOME

But the successful candidate may have to visit once in a while to collect the WFH Systems if it is not couriered.

ROLES & RESPONSIBLITIES

As an Administrator, you should be able to do system administration, Incident/problem determination

resolution on a 24x7 basis.

The candidate should also be able to handle Incident, Problem, Change and Configuration management,

Service incidents and queries within the agreed service levels.

Perform Service Requests based on Standard Operating Procedures. Work on scheduled tasks as part of Change Management.

Should be able to handle issues independently and suggest or implement services improvements plans.

Should be able to identify and highlight the scope of automation to Lead or Manager.

Work experience: 1 - 3 Years

Full time

Notice – Immediate Joiners are preferred, but will also consider a notice period not greater than 15days.

Language: Proficient in English (Read + Write + Speak)

Equivalent test of spoken and written and technical IT-specific knowledge in both and English

Main responsibilities:

Adherence to policies and procedures, closure of open calls after resolution.

Major activities:

Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD

Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End-User

Attempts to resolve the defined inquiries while on the telephone, to meet the agreed-upon Service Level for First Call Resolution

Routes the inquiries to Resolver Groups as appropriate

Re-routes misdirected calls

Escalates tickets that have not been resolved by SD, in accordance with Customer escalation procedures

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.

Requirements:

Previous BPO experience in the Technical process will be a plus.

Language: Proficient in English (Read + Write + Speak)

Documents – The candidate should have all the documents related to his education and experience as claimed in the resume/interview process.

Availability – The candidate should be available for 2-3 days for assessment rounds.

Round of Interview – 1. VNA

Round 2. Technical

Round 3. Salary Discussion.

Remuneration – B1 or individual contributor – 6.5 LPA

Role

Team Leader -(NonTechnical)

Timings

Flexible ()

Industry

IT-Software / Software Services

Work Mode

Process

Voice

Functional Area

ITES / BPO / Operations / Customer Service / Telecalling

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