Executives

• Candidate should have good written and verbal communication in English
• Agent should be able to handle international customers calling in and understand US voice accents with at least two+ years in voice process
• Needs to have at least one to two years working experience on a reputed ITSM tool (Service now/ JIRA/ SolarWinds/Remedy, etc)
• Basic Business Etiquette
• Understanding of Incident Management processes in a large enterprise
• Relevant experience in contributing to first call resolution(FCR) MTTR, CSAT on Helpdesk calls
• Customer Centric approach
  

Job Responsibilities Include

• Ticket logging for all the issues and requests received
• Ensure standard helpdesk SLAs are adhered to - adhere to FCR
• Log tickets with correct priority and category
• Assign tickets to correct bins and follow up
• SPOC for taking all calls from IT users limited to scope of work
• Prioritize incidents/SR/CR via Helpdesk tool
• Relevant experience in working with cross functional teams