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Service Desk Agent

Service Desk Agent

Fujitsu

1 - 5 years

0 Lacs

pune maharashtra

Posted:6 days ago| Platform: Shine logo

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Skills Required

customer handling skills good communication skills experience knowledge on mac systems itil knowledge

Work Mode

On-site

Job Type

Full Time

Job Description

You will be working as a Service Desk Agent in this project. Your role involves understanding and documenting customers" issues while adhering to process and quality standards. It is essential to have excellent customer handling skills and good communication skills, including fluency in English. Experience and knowledge of MAC systems and operating issues are also required. In this position, you will be responsible for handling call, chat, and email support for end users. You will identify issues, create service requests or incidents based on the type of issue, and provide L1 resolution on call. It is important to flag any priority incidents to the Subject Matter Expert (SME) promptly. You will be accountable for keeping incident records up to date, documenting additional information as it becomes available, and ensuring progress updates and user chases are conducted towards resolution. Resolved incidents without leaving the service desk should be flagged as First Time Fix. As a Service Desk Agent, you will provide direct technical assistance to customers via phone, email, and chat. It is crucial to anticipate customer needs, address concerns effectively, and provide timely resolutions to technical issues. Maintaining a high level of customer satisfaction is a key aspect of this role. You will be responsible for initiating the Change Management process for change requests and managing service requests appropriately. Additionally, you will monitor auto-generated incidents from event/alert monitoring, ensuring correct prioritization and action are taken accordingly. Having a good command over English and following standard service desk scripts are essential while handling user dialogues. Understanding and operating escalation procedures, as well as escalating and progressing incidents as required, are part of your responsibilities. Properly recording incidents, changes, and service requests within the incident management tool is crucial for efficient workflow. Your role also involves identifying incidents that require management through additional processes, such as Major Incidents or complaints. Experience and knowledge of MAC systems and operating issues will be beneficial in your day-to-day tasks. Overall, this position requires exceptional communication skills, problem-solving abilities, customer service skills, and the capability to handle high-value customers effectively.,

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Service Desk Agent