Virtual Drive : Service Desk : Noida : 5 Days Work

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Company Description

Job Description:

•          Provide Level 1 support for all in scope services.

•          Must have exposure to resolve basic desktop issues, Office 365, Citrix, Active Directory.

•          Candidates must have international voice experience for voice role and similarly excellent non-verbal communication skills for chat role.

•          Act as a single point of contact (SPOC) for all user requests, and resolve issues on first call, or route to the appropriate resolving support group.

•          Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process.

•          Develop, establish and maintain call prioritization guidelines and escalation procedures.

•          Provide a systems status recording with status information such as known Major Incidents and estimated recovery time.

•          ServiceNow Queue Management – Incident, Service Request, Problem & Change.

•          Take end to end ownership of call and ticket to ensure timely closure and resolution.

•          Follow the quality parameters as specified by the quality protocol and process to be followed.

•          Good to have – Knowledge of ITIL Processes – MI, PM

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