JOB DESCRIPTION
The Candidate is expected to lead the team of incident analysts .Should Possess Excellent Verbal and Written Communication Skills; with strong methodical ,analytical and listening Skills.
Should possess ability to work with multiple co-ordination teams to drive issues being the front end for customers.
Should be willing to work in shifts.
Should have the exposure to attend Overseas Customers with Neutral Accent
Should have 2-3 yrs of experience in Helpdesk/Service Desk profile
Roles and Responsibilities Include:
• Monitor incidents from Customer End Users /IT through one of the agreed modes for communication
• Ensure all Tickets are logged in the Tool on behalf of users contacting the Service desk.
• Monitor call logging w.r.t logging tickets with the correct category, severity, problem description , user information
• Route Service Requests to the appropriate teams (like User Mgmt Group, Mail Mgmt Group etc...)
• Notify the users/IT Team on the ticket with information on who is working on the ticket and the status of the ticket and handle Escalations
• Notify the users/IT Team on any outage which may cause unavailability of a service for the end users
• Monitor and perform tasks as defined in the Monitoring Checklist.
• Adopt and Implement Incident Management Services
• Provide maximum attention to the needs of the clients with exceptional courtesy and focus on customer and client satisfaction.
• Carry out analysis on Analysts performance.
The Candidate is expected to lead the team of incident analysts .Should Possess Excellent Verbal and Written Communication Skills; with strong methodical ,analytical and listening Skills.
Should possess ability to work with multiple co-ordination teams to drive issues being the front end for customers.
Should be willing to work in shifts.
Should have the exposure to attend Overseas Customers with Neutral Accent
Should have 2-3 yrs of experience in Helpdesk/Service Desk profile
Roles and Responsibilities Include:
• Monitor incidents from Customer End Users /IT through one of the agreed modes for communication
• Ensure all Tickets are logged in the Tool on behalf of users contacting the Service desk.
• Monitor call logging w.r.t logging tickets with the correct category, severity, problem description , user information
• Route Service Requests to the appropriate teams (like User Mgmt Group, Mail Mgmt Group etc...)
• Notify the users/IT Team on the ticket with information on who is working on the ticket and the status of the ticket and handle Escalations
• Notify the users/IT Team on any outage which may cause unavailability of a service for the end users
• Monitor and perform tasks as defined in the Monitoring Checklist.
• Adopt and Implement Incident Management Services
• Provide maximum attention to the needs of the clients with exceptional courtesy and focus on customer and client satisfaction.
• Carry out analysis on Analysts performance.
