Service Desk Agent

Job description:

Project Role : Service Desk Agent

Project Role Description: Understand and capture customers issues, document it, adhere to Process and quality standards with good customer handling skills.

FRF Level : FJ08

Work Experience : 1 year to 2 years

Work location : Chennai

Must Have Skills : Customer Handling Skills & Good communication skills (Fluency in English is a must) , Experience and Knowledge on MAC Systems, operating issues

Good To Have Skills : ITIL Knowledge

Professional Attributes: Excellent verbal and written communication skills with email etiquette - Good problem solving and analytical skills - Excellent customer service skills

Job Requirements :

Preferred Technical and Professional Expertise

Exceptional verbal and communication skills

Unparalleled Listening and Comprehension capabilities

Proven service industry front line experience with handling high value/critical customers

Ability to keyboard to capture important details on a call for documentation

Responsibilities:

Should be handling Call / Chat / Email Support to end users

Identifies issues create Service Request or Incident based on the issue type, and provide L1 resolution, on call

Should flag any priority incidents immediately to the SME

Ensures Incident records are kept up to date throughout the life of the Incident, additional information is documented as it becomes available, and progress updates/user chases and other actions are taken towards resolution

Ensures that Incidents which are resolved without leaving the Service Desk are flagged as being a 'First Time Fix'

Receives successfully completed Incidents/Changes/Service Requests and closes the record accordingly

Executes required tracking of knowledge base usage and opportunities (voting and rating as required) as well as Sense and Respond activities/actions

Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers

Anticipate customer needs and effectively addressing concerns related to their issue or resolution

Provide direct technical assistance to customers via phone, email, and chat.

Provides a single point of contact for all users of the service

Ensures that a continuously high level of customer satisfaction is achieved

Receives calls at the Service Desk and undertakes dialogue with the user, ensuring standard Service Desk scripts are followed, with good command over English

Ensures that contingency plans are understood and followed in the event that the Service Desk tool is unavailable

Provides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly

Identifies new requests that are not Incidents and manage them appropriately

If the request is a Change Request (RFC), initiate the Change Management process

If the request is a Service Request(RfS), initiate the Standard Change / Service Request process

Monitors auto-generated incidents from event / alert monitoring, ensuring that they are correctly prioritised and action taken accordingly

Contacts Resolver groups to progress Incident, Problem and Change chases initiated by the user

Reviews resolution details and take responsibility for closure of all Incidents

Contacts the user for agreement to close, ensuring the '3 strikes and out' policy is employed

Checks the Incident classification and reset as necessary

Enters Incident closure details, and mark the Incident as closed, ensuring appropriate closure codes are used

Raises Incidents to address unsuccessful Service Requests

Understands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informed

Records Incidents/Changes/Service Requests within the Incident Management tool and assigns to the appropriate Resolver

Ensures new Incident records are opened for all 'legitimate' Incidents

Ensures that users do not have multiple Incident records open for the same issue

Ensures correct contact details are recorded on all Incidents

Captures accurate descriptions of all new Incidents/Changes/Service Requests, classifies them correctly and applies the appropriate classification codes

Identifies Incidents that require management through additional processes

If the Incident is a Major Incident, set the MI flag and initiate the MI process

If the Incident is a complaint, initiate recovery call.

Experience and Knowledge on MAC Systems, operating issues .