Posted:1 week ago|
Platform:
On-site
Full Time
Skill : Service Desk
Location : Coimbatore
Experience 3 months to less than 2 years in Service Desk
Essential Qualification / Skills Expected Years of Experience
Any Science / Technical Graduation 0-3
Good communication skills and customer management experience
Work experience with clients outside India or in onsite roles
Strong keyboard skills
Ability to work in a team
Exposure to Life Sciences domain good to have
Medidata product experience good to have
Sl. No. Key Responsibilities
1. Receiving end user calls / Email / Chat / Web Ticket
2. Provide first level resolution for ticket by following the KO’s / SOP’s
3. Ticket creation/Categorization / Prioritization in the customer provided tool
4. Incident resolution and closure of ticket
5. Follow up of pending and on-hold tickets with End-user
6. Transfer ticket to the appropriate resolver group based on the KO’s
7. Ensure Response and Resolution SLA’s are met for the tickets processed
8. Willing to work in rotational shifts
9. Ensure all tickets assigned to an individual is actioned at the end of the day
Cognizant
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