Service Desk Agents
KeySkills
Job Description
- Facilitate Service Requests such as IMACs and dispatch to appropriate resolver group within the organization or a third-party vendor pursuant to the Standard Operating Procedures for resolution.
- Prepare daily reports; enter tickets and/or update the Service Desk ticket tracking management software.
- Interact with all the appropriate departments within IT in order to identify problems and/or restore the service.
- Document and maintain IT Service Desk related Standard Operating Procedures.
- Maintain the appropriate service level agreement (SLA) on all tickets.
- Accurately classify and document incidents and service requests.
- Monitor and address tickets coming through self-service portal.
- Establish and maintain excellent rapport with external customers.
- Identify and learn appropriate software/hardware used by the organization..
- Familiar with ITIL framework.
- Experience of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10.
- Expertise in Active Directory administration, including creation of domain/exchange accounts.
- Excellent troubleshooting skills.
- Good interpersonal skills and attention to customer service.
- Ability to work effectively in a fast-paced environment.
- Ability to communicate effectively.
- Ability to effectively prioritize incidents and service requests.
Job Details
Experience :
2 To 4
Number Of
Vacancies :
6
Job Type :
Permanent
Industry Type : IT-Hardware/Networking
Salary
:
4 Lac - 9 Lac
P.A
Education Summary
UG :
BE/B.Tech
PG :
Any PG Degree
Contact Details
Contact
Person :
NA
Contact
Number :
8030835000
e-mailId :
hr.helpdeskexit@genpact.com
Address :
RMZ One Paramount Porur Chennai, Campus-10,6th Floor, RMZ-One Paramount, Mount Poonamallee High Road, Porur, Chennai- 600116
Office Location
Central Jakarta No 1234, Jakarta, IndonesiaService Desk Agents
Experience -
2 to 4
Service Desk Analyst
Experience -
0 to 1
SENIOR SPECIALIST
Experience -
0 to 2
Key Skills -
Cisco ACI,
Network Automation,
Troubleshooting,
Root Cause Analysis,
IT Service Management,
Incident Resolution,
Network Security,
Data Center Network Operations,
SLA Management,
Service Delivery,
Knowledge Base Management,
Process Improvement,
Cross-Functional Collaboration,
Customer Satisfaction,
ITIL Framework,
Communication Skills,
Interpersonal Skills,
Global Service Desk Engineer
Experience -
1 to 5