Project Role : Service Desk Agent

Project Role Description: Understand and capture customers issues, document it, adhere to Process and quality standards with good customer handling skills.

FRF Level :  FJ08

Work Experience : 1 year to 2 years

Work location :  Pune

Must Have Skills : Customer Handling Skills & Good communication skills (Fluency in English is a must) , Experience and Knowledge on MAC Systems, operating issues

Good To Have Skills : ITIL Knowledge

Professional Attributes: Excellent verbal and written communication skills with email etiquette - Good problem solving and analytical skills - Excellent customer service skills

Job Requirements :

Preferred Technical and Professional Expertise

• Exceptional verbal and communication skills
• Unparalleled Listening and Comprehension capabilities
• Proven service industry front line experience with handling high value/critical customers
• Ability to keyboard to capture important details on a call for documentation

Responsibilities:

• Should be handling Call  / Chat  / Email Support to end users
• Identifies issues create Service Request or Incident based on the issue type, and provide L1 resolution, on call
• Should flag any priority incidents immediately to the SME
• Ensures Incident records are kept up to date throughout the life of the Incident, additional information is documented as it becomes available, and progress updates/user chases and other actions are taken towards resolution
• Ensures that Incidents which are resolved without leaving the Service Desk are flagged as being a ‘First Time Fix’
• Receives successfully completed Incidents/Changes/Service Requests and closes the record accordingly
• Executes required tracking of knowledge base usage and opportunities (voting and rating as required) as well as Sense and Respond activities/actions
• Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
• Anticipate customer needs and effectively addressing concerns related to their issue or resolution
• Provide direct technical assistance to customers via phone, email, and chat.
• Provides a single point of contact for all users of the service
• Ensures that a continuously high level of customer satisfaction is achieved
• Receives calls at the Service Desk and undertakes dialogue with the user, ensuring standard Service Desk scripts are followed, with good command over English
• Ensures that contingency plans are understood and followed in the event that the Service Desk tool is unavailable
• Provides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly
• Identifies new requests that are not Incidents and manage them appropriately
• If the request is a Change Request (RFC), initiate the Change Management process
• If the request is a Service Request(RfS), initiate the Standard Change / Service Request process
• Monitors auto-generated incidents from event / alert monitoring, ensuring that they are correctly prioritised and action taken accordingly
• Contacts Resolver groups to progress Incident, Problem and Change chases initiated by the user
• Reviews resolution details and take responsibility for closure of all Incidents
• Contacts the user for agreement to close, ensuring the ‘3 strikes and out’ policy is employed
• Checks the Incident classification and reset as necessary
• Enters Incident closure details, and mark the Incident as closed, ensuring appropriate closure codes are used
• Raises Incidents to address unsuccessful Service Requests
• Understands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informed
• Records Incidents/Changes/Service Requests within the Incident Management tool and assigns to the appropriate Resolver
• Ensures new Incident records are opened for all ‘legitimate’ Incidents
• Ensures that users do not have multiple Incident records open for the same issue
• Ensures correct contact details are recorded on all Incidents
• Captures accurate descriptions of all new Incidents/Changes/Service Requests, classifies them correctly and applies the appropriate classification codes
• Identifies Incidents that require management through additional processes
• If the Incident is a Major Incident, set the MI flag and initiate the MI process
• If the Incident is a complaint, initiate recovery call.
• Experience and Knowledge on MAC Systems, operating issues