Service Desk

Description: Good communication skills 18 months of Experience in international voice process is must Must be flexible with Rotational shift including night shifts Graduation is mandatory with no backlogs Location- Global Village Bangalore 3-4 days WFO Service Desk JD Roles and Responsibilities: Respond to inbound calls and log incidents and requests for users. Triage emails & self-service incidents and requests at inception, capture all relevant information to arrive at an initial diagnosis Prioritize incidents and requests as per the agreed service level agreements Call end-users as necessary Execute resolutions and fulfilment activities as part of FCR that are part of Service Desk responsibilities. Functionally escalate incidents and requests, to respective resolver teams Proactively request updates for incidents and requests which are assigned to resolver teams Seek end user acceptance of incident resolution and request fulfilment activities Document details and steps taken to resolve an incident or request Proactively suggest knowledgebase articles for consideration of publication Remotely connect to devices and systems to provide first line support (which include but are not limited to password resets, account and software administration) Requirements: International inbound call handling experience (preferably UK/US) Good written & spoken English ITIL basics Basic technical troubleshooting skills (Hardware & Software) Experience in using ticketing tool. Experience working with onshore teams and clients Technical expertise and experience working for a managed service provider Ability to work individually and take initiative to handle difficult situations Work Timings: Rotational shifts with 24x7 support window