The role involves providing 24x7 service desk support, routing calls, capturing tickets, coordinating with users and resolver teams, and ensuring SLA adherence.
Service Desk Agent: Non Voice Service Scope Responsibilities · 24x7 support Route incoming calls to service desk agents through an automated call distribution system and record them for quality assurance and training. · Good Communication Skills towards customers and internal emails to the service desk. o Capture tickets with complete details for all calls and emails and provide L1 level support and forward the ticket to the appropriate resolver teams for action and ensure every ticket is updated and published with clear data. o Accurate prioritization aligned to the defined priority matrices. o Assignment to correct categorization and teams. · Coordinate with end users and resolver teams and Vendors for SLA Achievement. · Share progress updates with end users upon request. · Precheck and Health check activities to Perform while receiving and handling calls or emails. · Coordination & necessary follow up on approvals as required, such as: o major incident updates & change related notifications o Service outage notifications and Planned downtime notices. o Scheduled preventive maintenance activities like Patching · Good Knowledge in standard service desk operational processes. · Retain call recordings for up to 12 months and provide access for review upon request. · Archive email records and provide client access for review upon request. · Provide audit support on data related to Service desk. · Knowledge of Tools below: a) Tools Usage - Call Management – Cisco Unified Communications Manager Call Recording – Verint and Ticketing tool - ManageEngine ServiceDesk Plus
Top Skills
Cisco Unified Communications Manager
Manageengine Servicedesk Plus
Verint
Hexaware Pune, Mahārāshtra, IND Office
North Block, Plot No. 19, Rajiv Gandhi InfoTech Park, MIDC - SEZ, Phase 3, Hinjawadi, Pune, Maharastra, India, 411057
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What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
