TM008 - Urgent Opening For Service Desk Voice in Hyderabad - WFO

Job Summary

The L1 Support Agent will serve as the first point of contact for end users seeking technical assistance related to retail IT systems. This role is critical in ensuring smooth store operations by resolving incidents, escalating issues appropriately, and maintaining high customer satisfaction.

Key Responsibilities

• Provides technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks.
• Attempts to resolve problems, then escalates problems as necessary to appropriate resources by assigning tickets to leveraging level 2 teams, on-site 3rd party vendors, etc. within service level target within the defined KPIs.
• Analyzes and prioritizes incoming requests and alerts.
• Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into leveraging incident management system.
• Identifies recurring problems and escalates to senior staff for prioritization and investigation.
• Performs level 1 break/fix repairs on technology (e.g., PCs, thin clients, printers, servers, mobile devices, and handheld devices), including more complex devices (e.g., servers, network, telecommunications equipment).
• Contributes to the KCS knowledge repository for technical support; documents workarounds identified for new issues; flags articles for review/update.
• Utilizes the knowledge repository for each support contact and links the appropriate / relevant KBA to the ticket.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on processes and procedures to senior staff.
• Provides support to resolve problems with products and applications by meeting customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly, setting customer expectations and detailed incident documentation).
• Follow leveraging escalation process to report any widespread outage or issue that generates sudden spikes in call volume.
• Adhere to leveraging security policies and processes.

Functional Competencies

• Communicate clearly and effectively in both written and verbal English.
• Customer Service Skills Focus on customer experience.
• Adaptable.
• Collaborative.
• Resourceful.
• Analytical.
• Make Quality Decisions.
• Service Desk Operations.
• Incident Management Processes.
• Knowledge Management Process.

Technical Competencies

• Troubleshooting and support of:
• Software: Windows, Mac, Linux/Unix, Mobile Device Management, Android, iOS, etc.
• Hardware: Point of Sale, Self-Checkout, telephony, printers, workstations, PC, network devices, mobile devices, computer peripherals.
• Remedy and ServiceNow.
• A+ certification or equivalent certification through contractor internal training and certifications.

Performance Metrics

• First Call Resolution (FCR).
• Customer Satisfaction Score (CSAT).
• SLA Adherence.
• Knowledge Base Contribution.
• AHT
• Chat
• Average response time
• Initial Response Time
• Chat AHT
• Disposition Time

***References are highly appreciated***

For more details,

Share your CV to: internalops@sahasyaglobal.com

BPM / BPO