Should be good in terms of communication as its for one of the international customer.
Should be a graduate i.e-10+2+3 or 10+2+4 from affiliated university.
Should have all the set of documents for the companys worked-Offer letter, salary slip, Experience letter.
At least 1 year Team handling experience on Desktop Support/Service Desk.
To respond to the incidents /problem/change reported by Customer predominantly through Voice Interaction and also through email, chat and web portal
Log Tickets in the call-logging tool on behalf of users
Handling operation like CSAT, KPI on Desktop support
Take necessary action viz resolves (over phone or remote) or assigns the issue to right assignment group
Monitor the service desk tool for open and pending incidents
Own the incident and provide end to end resolution for the ticket
Should be Team Leader and should be in a position to resolve L2 and L3 calls with minimum 3 year of experience
Experience in the domain of technical support/ Desktop support is must
Knowledge in International service delivery standards such as ITIL, eSCM or CMMi
Excellent verbal & written communication – Interpersonal skills
Should be able to drive customer experience via HD support
Must be familiar with Microsoft technologies and windows environment
Smartphone/Desktop and Laptop hardware/software troubleshooting.
Office utility tools, antivirus tools, personal firewall tools or other business productivity tools troubleshooting
Experience*3 Year- 7 Years
Salary*Best in Industry