Engineer - IT IS Jobs in Pune - SLK

Engineer - IT IS

SLK

0 to 3 Years

Not disclosed

Expired

Posted: 16 Jul 20

Be readily available to answer the phone to our customers in a professional and efficient manner
Single Point Of Contact SPOC assistance for End User Support
Identify and escalate tickets requiring urgent attention and action.
Log calls via the appropriate call logging system and provide a high level of technical fix. For example: Change Passwords and unlock accounts for internal customers
Complete courtesy call backs to the customer where required
Add value to team environment by being enthusiastic and maintaining a positive attitude
Ensure calls returned to Service Desk are reassigned without delay
Monitor open incident calls / Service requests
Adhere to ISO9001 and ISO27001 procedures
Actively employ, share and contribute to the company's knowledge base. Deliverables Achievement of all targets including first time fix
Record comprehensive details of all Service Desk calls
Perform Customer Call backs on a daily basis in accordance with the requirement of specific contracts
Perform monitoring of open calls in accordance with the requirement
The role will involve to work any rotational shift and be open to work in 24/7 environment.
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users
Single Point Of Contact SPOC assistance for End User Support
Must be familiar with Microsoft office suite and environment.