Position Requirements
- MUST Have have Good English Communication and Conversation Skills (Verbal and Written)
- MUST have a Great Customer Handling Skills
- Good Probing Skills and demonstrated Empathy skills
- Customer Service Orientated
- Highly self-motivated and directed
- Capable of Multitasking in a high pace environment, effectively and efficiently
- Ability to learn new information quickly and the willingness to do so at all times
- Build rapport and elicit issue details from end users
- Ability to absorb and retain information quickly
- Create Incident or Service Request tickets, logging all pertinent Information
- Utilize the Knowledgebase/SOPs to respond accurately and effectively to requests or issue
- Experienced in resolving end user incidents and requests
- Close the ticket when users are satisfied with the solution provided
- Document notes in each ticket or update worklogs
- Proper Categorization of tickets as per CTI
- Tracking and classifying incoming incidents or service requests, attempting initially solutions
- Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups
- Update end users concerning the status of Incidents, Service Requests, and Changes
- Maintains ownership of Incidents or Service Request, ensuring status update and resolution according to SLAs
- Follow the escalation process
- Provide input to Service Desk Management regarding Continuous Improvement opportunities
- Follow the shift hand-over process
- Achieve the targets set based on the standard KPI/Customer Metrics
- Adheres to the organization's internal policies and procedures including shift schedule
- Should be ready to work in 24/7 work environment
- Must be willing to work onsite
- Can drive company value and its methodology
- Complies to regulatory requirements Â
Qualification
Years of Experience
- At least 2 year(s) of working experience in the related field is required for this position
- Preferably 1-4 Yrs.
Experienced Employees specializing in Technical & Helpdesk/ServiceDesk Support or equivalent.
Technical Knowledge & Skills
- Basic Technical Knowledge - Remote Desktop Support
- Networking concepts
- Windows Operating System
- Ms Office Products
- Added advantage ITSM Tool experience - Service Now Â
Drive your experience with #HCL Technologies and receive the following Benefits:
- Free HMO up to 3 dependents from Day 1
- Life Insurance
- Sick Leaves
- Annual Leaves, etc.
- 13th Month Pay
Providing 'Best in Class' services to end users for issues they are facing.
Supporting end users via Phone Calls.