Level 1 - Global Service Desk Agent Jobs in Bangalore,Chennai,Noida - I4 Consulting services

Job Description(GSD) 

Role Description: Level 1 Global Service Desk agents are the first point of contact for Clients to resolve various business systems and applications related problems; onsite engineering personnel; and Authorized Service Providers on standard, specialized or complex systems. They are required to interact with customers across geographies (through multiple support mediums) and provide issue resolution / right responses, positively and in a professional manner. 

Job Description & Responsibilities: 

• Required to interact with customers across geographies (through multiple support mediums: Calls/Chats/Emails/Portals) and provide issue resolution / right responses, positively and professionally. 

• Work within a standard protocol to respond to customer issues. Moderate judgment may be used to supplement the outlined process. 

• Provide the most appropriate solutions through remote contact, probe problems and communicate in such a way that non-technical users can comprehend instructions and advice. 

• Collaborate with other resolver groups to identify solutions that foster first call resolution 

• Be proactive & anticipate issues or situations which impact service availability and critical response time, and recommend necessary mitigation steps escalating to management’s attention, where appropriate 

Knowledge and Skills: 

• Excellent communication skills (English) in both written and verbal communication. 

• Familiarity & hands-on experience with computer technology 

• Familiarity with application support (preferred) 

• Problem-solving skills & accuracy in data entry. 

• Experience in a phone-based remote role, e- support, e-chat or similar (preferred) 

• Flexible to work in rotational shifts 24x7