Job Description

We Are Hiring For Service Desk Role With Leading IT Company. (Immediate Joining to 30 Days)
Job Location : Kolkata
Sal : 2.50 to 6.00 LPA
Please Call : Delilah @ 7058721922, Shreya @ 8698989517, Alisha @ 8530888845 Language: Proficient in English (Read + Write + Speak )
Role purpose:
Resolve End Users infra issues when they seek help from IT help desk through various mediums like calls , web, chat and Service Requests
Roles and Responsibilities

• Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
• Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
• Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
• Routes the enquiries to Resolver Groups as appropriate
• Re-routes misdirected calls
• Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
• Provides status and updates on tickets to authorized users
• Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
• Makes recommendations for updates to the KB database
• Adherence to policies and procedures, closure of open calls after resolution.

Desired Candidate Profile

• 1-6 Yrs of experience in Service Desk/International BPO/Technical Support
• Able to handle Calls, Emails, Chats & Web tickets and should be willing to work in 24*7 shift environment
• Basic understanding of inter-relationship of software, hardware and communications Hardware trouble shooting skills Printer and Network issues
• Experience in PC Hardware configuration
• Experience supporting LANs, PC operating systems and desktop software
• Experience using a variety of PC software including Microsoft Office Suite,
• Knowledge and understanding of end user requirements
• Strong customer service orientation Self-Starter
• Good listening skills & Ability to analyze and solve technical problems
• Strong problem analysis, resolution, and writing skills
• Good interpersonal and communication skills Analytical skills excellent spoken and written communication skills

Mandatory Language Skill: Prior SD experience and excellent English speaking skills

Key Skills
Technical
DatamaticsJindalAmerican ExpressEvalue ServeZealousCNSVeritasTLCiEnergizerVcareValuelabsConvergenceMajorelQuatrroTelusMetlifeIntelenetArvatoMiramedVFSPersonivQuessNorthern TrustConduentMattsenC3IConvergysCompetent24/7FusionMinacs Skills highlighted with ‘‘ are preferred keyskills
Education
UG:Any Graduate
Company Profile
Outpace Consulting Services Private Limited
Leading it company
Company Info

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Salary: 2,50,000 - 6,00,000 P.A.
Industry: BPO / Call Centre
Functional Area: Customer Success, Service & Operations
Role Category: Voice / Blended
Role: Technical Support - Voice / Blended
Employment Type: Full Time, Permanent