Service Desk Specialist OVATION Workplace Services

2.0 - 6.0 years

0 Lacs

maharashtra

On-site

Are you prepared to elevate your Problem Solving and Customer Service skills to the next level Join our dynamic team as a Service Success Specialist in Mumbai and become a valuable part of a fast-paced and supportive work environment! The role involves managing Technician Dispatches, coordinating resources for service tickets, ensuring compliance with SLAs, and facilitating seamless communication among clients, technicians, and stakeholders. You will be responsible for operating our in-house developed ITSM tool and client portals, playing a crucial role in our IT operations. Extensive training will be provided to equip you for success in the position. As a Service Success Specialist, your key responsibilities will include monitoring and managing incoming service tickets through internal and external portals, dispatching field technicians based on ticket requirements and resource availability, maintaining detailed logs and trackers for accurate reporting, collaborating with cross-functional teams for timely issue resolution, proactive communication with clients, technicians, and internal teams via email, chat, and calls, flagging delays, exceptions, or escalations as necessary, and ensuring adherence to SOPs and SLAs. To qualify for this role, you should have a minimum of 2-3 years of experience in Service Desk, Dispatch, IT Coordination, or Customer Support, possess strong verbal and written communication skills (proficiency in English is essential), familiarity with ticketing systems or dispatch tools is preferred, proficiency in Excel for tracker maintenance and reporting, excellent attention to detail, multitasking abilities, and time management skills, capability to work independently in a remote or hybrid environment, willingness to work in rotational shifts. Preferred qualifications include experience in IT Staffing, MSP, or Field Services, familiarity with ITSM tools such as ServiceNow or Freshdesk, ITIL Certification is a plus, prior experience working remotely or from home. Join our collaborative and supportive IT Recruitment and Operations team, enjoy the flexibility to work from home and our Mumbai office based on your assigned shift, and avail opportunities for career advancement into leadership or advanced technical roles. If you are eager to make a meaningful impact, apply now or refer someone who fits this role! Kindly send your resume exclusively to hr@ovationwps.com.,

Posted 1 week ago

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