Job Description
Service Desk JD: Experience
• Minimum 2 to 3 years of experience in handling calls / emails in in a international help desk is must
• Good understanding and hands-on experience of Incident Management process / prioritization and categorization of incidents is important Skills Required
• Excellent Communication skills (spoken and written)
• Handling the voice calls
• ITIL process on Incident Management and Service Request fulfilment
• Documenting the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket
• Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure
• Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
• Basic L1 level troubleshooting of the issues like desktop, network, printer, Active Directory, O365, Lotus Notes and email related issues
• Monitor the In...
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