Job Responsibilities:
1.Act as First Point of contact for
end users
2.Handle calls & provide
effective solutions and maintain FCR as per Client's expectation
3.Monitor emails and respond to the
customer with effective solutions within SLA
4.Problem Solving and Responding to
Customer Need
5.Follow-up daily on all the open
incidents
6.Escalating incidents according to
SOPs if they are not resolved
7.Follow SOPs and prepare new SOPs
on need basis
8.Providing incident updates on
open tickets to the end users
9.Communication to be provided to
the Management IT team on all Planned and unplanned outages
10.Attending team huddles and
providing process updates (if any) to the team
11.Attending team meetings and
trainings without fail
12.Upskilling by proactive learning
Educational Qualification ; B.Sc
Computers, B.Tech
Experience : Freshers and experienced
Location : India
Desired Profile:
1.Excellent Technical skills, quick
learner
2.Self-motivated and directed, with
keen attention to detail.
3.Excellent written and oral
communication skills.
4.Good Knowledge on probing and
Troubleshooting IT related issues
5.Willingness to work in shifts.
Timeliness a key requirement
6.Certification ITIL preferre
