Service Desk Agent

Dear Candidates,

Greetings from Fujitsu,

Your Profile has been shortlisted from Naukri.

Apply Here: https://r.ripplehire.com/s/cpSTE

PFB the JD for your reference.

Role: Service Desk Agent

Experience: 3-5 Years

Location: Pune

Shift: 24x7 Shift

Requirement: Good Oral & Written communication, ITIL V4 Foundation,: Customer Handling Skills & Good communication skills (Fluency in English is a must),Professional Attributes: Excellent verbal and written communication skills with email etiquette - Good problem solving and analytical skills - Excellent customer service skills,Preferred Technical and Professional Expertise • Exceptional verbal and communication skills • Unparalleled Listening and Comprehension capabilities • Proven service industry front line experience with handling high value/critical customers • Ability to keyboard to capture important details on a call for documentation

Responsibilities:

Responsibilities:Should be handling Call / Chat / Email Support to end usersIdentifies issues create Service Request or Incident based on the issue type, and provide L1 resolution, on callShould flag any priority incidents immediately to the SMEEnsures Incident records are kept up to date throughout the life of the Incident, additional information is documented as it becomes available, and progress updates/user chases and other actions are taken towards resolutionEnsures that Incidents which are resolved without leaving the Service Desk are flagged as being a First Time FixReceives successfully completed Incidents/Changes/Service Requests and closes the record accordinglyExecutes required tracking of knowledge base usage and opportunities (voting and rating as required) as well as Sense and Respond activities/actionsHandle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customersAnticipate customer needs and effectively addressing concerns related to their issue or resolutionProvide direct technical assistance to customers via phone, email, and chat.Provides a single point of contact for all users of the serviceEnsures that a continuously high level of customer satisfaction is achievedReceives calls at the Service Desk and undertakes dialogue with the user, ensuring standard Service Desk scripts are followed, with good command over EnglishEnsures that contingency plans are understood and followed in the event that the Service Desk tool is unavailableProvides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly Identifies new requests that are not Incidents and manage them appropriatelyIf the request is a Change Request (RFC), initiate the Change Management process If the request is a Service Request(RfS), initiate the Standard Change / Service Request process Monitors auto-generated incidents from event / alert monitoring, ensuring that they are correctly prioritised and action taken accordingly Contacts Resolver groups to progress Incident, Problem and Change chases initiated by the user Reviews resolution details and take responsibility for closure of all Incidents Contacts the user for agreement to close, ensuring the 3 strikes and out policy is employed Checks the Incident classification and reset as necessary Enters Incident closure details, and mark the Incident as closed, ensuring appropriate closure codes are used Raises Incidents to address unsuccessful Service Requests Understands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informed Records Incidents/Changes/Service Requests within the Incident Management tool and assigns to the appropriate Resolver Ensures new Incident records are opened for all legitimate Incidents Ensures that users do not have multiple Incident records open for the same issue Ensures correct contact details are recorded on all Incidents Captures accurate descriptions of all new Incidents/Changes/Service Requests, classifies them correctly and applies the appropriate classification codes Identifies Incidents that require management through additional processes If the Incident is a Major Incident, set the MI flag and initiate the MI process If the Incident is a complaint, initiate recovery call.