Help desk Jobs in Across India - Atos Syntel

Operational Management

• To work together as a member of the Help Desk team to assist in the delivery of an excellent Employee Satisfaction.
• To provide diary support to employees about their queries as first point of contact.
• To be proactive and enthusiastic in undertaking projects, and solving problems where necessary.

DUTIES AND RESPONSIBILITIES:

Call Handling -

• Prerequisite to attend the call of employees related to Non-technical requests i.e. Human Resource, Risk Management, Onsite deputation cell, Global HR, etc.
• Answer enquiries of employee through call, email and Centralize portal. (Employees have option to raise their requests on Global Service Desk Portal).
• Handle Tier 1 help desk escalations through ticket or phone.
• Provide helpdesk support and resolve problems to the end user's satisfaction.

Training Management

• Create Process knowledge test for juniors in team.
• Provide regular updates as available to new team members on Policies/Process.
• Check the area of improvements in juniors and train them as per their requirements.

Polices and process

• To be well versed with Policies/Process, and provide accurate information to employees as first level of contact.
• Pointing on Policy/Process change as applicable and beneficial to employees/organisation.
• Quick turn around on query handling (Calls/Portals /Emails).

Project Ownership-

• Check new developments and thoughts that can improvise the level of support.
• Essential new Points that can be added in UHD which will help in expanding scope of support
• Possible analysis to be done as applicable to improve the FCR (First Call Resolution).
• Collate employee feedback to work on Dissatisfaction analysis.
• Other responsibilities may be owned and/or assigned as needed.

Preferred Requirements:

• Bachelors or master's Degree from a recognized University. (MBA Preferred)
• Good Communication and interpersonal skills.
• Basic knowledge of Computer and Excel.
• Ready to Work in rotational shifts i.e. first, second and night shift.