Service Desk Associate

Role & responsibilities

• Provide Level 1 support for all in scope of service via Phone/Chat/Email.
• • Act as a single point of contact (SPOC) for all user requests, and resolve issues on first call, or route to the appropriate resolving support group.
• • Perform active case management and be accountable for end-to-end delivery of requests that originate with them and is responsible for ensuring resolution is driven by all downstream support groups. •
• Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process.
• • Develop, establish and maintain call prioritization guidelines and escalation procedures. •
• Provide a systems status recording with status information such as known Major Incidents and estimated recovery time. • ServiceNow Queue Management - Incident, Service Request, Problem & Change. • Ensure all the specified SLAs are met in accordance with the customer agreement.
• • Maintain and drive the call quality keeping customer satisfaction as priority. • Escalate customer concerns on a timely basis and follow up to closure. •
• Take end to end ownership of call and ticket to ensure timely closure and resolution.
• • Follow the quality parameters as specified by the quality protocol and process to be followed.
• • Comfortable with a 24x7 shift schedule. •
• Good Communication Skills • 100% Work from Office

Good-to-Have •

Knowledge Service Desk environment

• Knowledge of ITSM Tool Service Now

• Knowledge of ITIL Processes • Active Directory , ServiceNow , Office365 , Windows Troubleshooting Skills