IT Help Desk /Technical Help Desk

Description : Main function of Service desk agent will be to answer customer calls received on helpdesk ,so agent should be flexible in taking large number of customer query calls They act as a Single point of contact for users- they are responsible for direct interactions with client either by phone or by email Focal point for making service requests and reporting Incidents that is making an initial assessment of requests, attempting to resolve them or refer them to incident team, based on agreed service level Responsible for managing the request life-cycle, including closure and verification Responsible for coordinating second-line and third party (vendor)support groups Responsible for closing interactions after confirmation with the Customer Eligibility: Should be flexible with week offs and timings (shift can be anytime between 7:30AM to 8PM and on any day Mon to Sunday) Since Helpdesk Agent will be interacting directly with client hence should have good Voice and Accent skills Qualification : B.Tech preferable Description : Main function of Service desk agent will be to answer customer calls received on helpdesk ,so agent should be flexible in taking large number of customer query calls They act as a Single point of contact for users- they are responsible for direct interactions with client either by phone or by email Focal point for making service requests and reporting Incidents that is making an initial assessment of requests, attempting to resolve them or refer them to incident team, based on agreed service level Responsible for managing the request life-cycle, including closure and verification Responsible for coordinating second-line and third party (vendor)support groups Responsible for closing interactions after confirmation with the Customer Eligibility: Should be flexible with week offs and timings (shift can be anytime between 7:30AM to 8PM and on any day Mon to Sunday) Since Helpdesk Agent will be interacting directly with client hence should have good Voice and Accent skills Qualification : B.Tech preferable