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 : Chennai
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