Service Desk

Shift details/Window time : as per roaster for 9 HRS at 8 am to 8 pm window (6 days working) Monday to Saturday Exp: 1.5 to 2 yrs As per our discussion, please go through the job description and fill the required details. Designation : Service Desk Management Job Description Proficiency in English (written & spoken). Dealing with incoming calls in a professional, courteous manner over the phone and via email Determining the best solution based on the issue and details provided by customers Taking ownership of tickets and managing them in a logical and methodical manner Highlight/communicate the Major/scheduled service outage related information to relevant stakeholders & responsible for doing a follow up with L2 support team un l closer. Identify and escalate repetitive issues or services risks to the service management teams For the Service-desk standpoint, ensure end to end response/workflow of all incident & service requests. Provide accurate information on IT products or services. Identify and suggest possible improvements on procedures. Coordination with respective Global IT stakeholders and do follow up on the ticket tillclosure. Motivate and encourage the teammates through positive communication and feedback. Diagnosing and resolving issues to the customers satisfaction and sharing knowledge with the team. Updates and reports on project performance : daily and monthly reports. Ensure compliance to Client requirements and adhere to Customer Policies & Procedures. Regular data analysis and reporting as per client's requirement. Contact 7400855477/rdubey@peshr.com