It Service Desk Agent Job in Maneva Consulting
It Service Desk Agent
Maneva Consulting
4+ weeks ago
- Hyderabad, Telangana
- Not Disclosed
- Full-time
- Permanent
Job Summary
Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD (AD,OWA,PST/OST,DNS,DHCP) Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User 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
Roles and Responsibilities
Service Desk AgentLanguage: Proficient in English (Read + Write + Speak)
Equivalent test of spoken and written and technical IT specific knowledge in both and English
Should be ready for night shift
Role purpose:
Answer calls and Service Requests from end users and track status and progress to resolution.
Main responsibilities:
Adherence to policies and procedures, closure of open calls after resolution.
Major activities:
Experience Required :
3 to 8 Years
Vacancy :
2 - 4 Hires
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