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Fujitsu logo

Service Desk Agent

1 - 3 years

2 - 5 Lacs

Chennai

Posted:2 months ago| Platform: Naukri logo

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Skills Required

MS Office suite ticketing tools Service desk Active directory Customer handling Incident management Hardware Troubleshooting Monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Technical and Professional Expertise: Customer Handling Skills Good communication skills (Fluency in English is a must)Incident management and usage of ticketing tools - Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related troubleshooting skills.Unparalleled Listening and Comprehension capabilitiesAbility to keyboard to capture important details on a call for documentationITIL Basic Knowledge, Proficient in handling customer queries. Responsibilities:Provide direct technical assistance to customers via phone, email, and chat. Identifies issues create Service Request or Incident based on the issue type and provide L1 resolution.Work diligently towards achieving KPIs/SLAs as part of a multi skilled team.Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements. 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.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.Provides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly. Monitors auto-generated incidents from event / monitoring, ensuring that they are correctly prioritised, and action taken accordingly.Understands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informedIdentifies Incidents that require management through additional processes

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Fujitsu
Fujitsu
www.fujitsu.com/

IT Services and IT Consulting

London England +

10001 Employees

133 Jobs

    Key People

  • Takashi Genno

    President and Representative Director

  • Yoshihito Kawai

    Executive Vice President

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