- To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
- Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
- Escalate an incident or troubleshoot tickets according to the company escalation processes;
- Ensure Customer Service Level Agreements are met or exceeded;
- Respond to customer enquiries in a timely and efficient manner;
- Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
- Execute transactions as per prescribed guidelines and timelines
- Ensure customer/user confidentiality and data protection at all times
To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs. Help to implement and improve processes and procedures within the team allowing strong service focused deliverables. Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner. To participate in an on call rota, providing a 24 hours, first line support service to users
Experience - 2-4 Years Education - Any Graduate Location - Bangalore Shifts - Night shifts
