Process Executive

Role & responsibilities

• Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
• Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
• Troubleshooting on Password Reset tools and Remote-Control tools
• Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
• Routes the enquiries to Resolver Groups as appropriate
• Re-routes misdirected calls
• Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
• Provides status and updates on tickets to authorized users
• Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
• Makes recommendations for updates to the KB database
• Adherence to policies and procedures, closure of open calls after resolution.
• The Service Desk Analyst will be responsible for delivering advanced technical support to end users

Preferred candidate profile

• Able to handle Calls and should be willing to work in 24*7 shift environment
• Knowledge in PC Hardware configuration
• Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies
• Understanding on Active Directory, Networking, Messaging and Hardware necessary.
• Knowledge on supporting LANs, PC operating systems and desktop software
• Knowledge on using a variety of PC software including Microsoft Office Suite,
• Knowledge and understanding of end user requirements
• Strong customer service orientation Self-Starter
• Good listening skills & Ability to analyze and solve technical problems
• Strong problem analysis, resolution, and writing skills
• Good interpersonal and communication skills Analytical skills excellent spoken and written communication skills
• Knowledge on Service Now ticketing tool.

Perks and benefits

Free 2 way Transportation and Night Shift Allowance Additional to CTC