Service Desk L1

Band: E1.1

Exp: 1 - 5 yrs

Loc: Noida

Mode: Permanent

Primary Accountability

         The purpose of this role is to provide Service Desk 1st level customer support for L1 technical incident and Service Request
resolution to ICT customers within agreed service levels whilst achieving high customer service and quality standards. Profile
includes technical Support on Tickets related to Desktop, Windows Servers and Cloud Technologies

Key Accountabilities
 

         Act as a single point of contact for phone calls(Inbound/Outbound) and emails from US user
regarding IT/Retail Stores equipment related issues and queries.

         Ensuring the best customer experience by providing superior level of customer service and maximum
availability at all times

         Log and resolve all incidents, service requests and problems, accurately following the practices
defined for each process, including updates to existing tickets

         Diagnose, prioritise, troubleshoot and resolve incidents where possible, or escalate where necessary,
within Service Levels, following pre-defined processes accurately in an ITIL environment

         Timely and accurate documentation of work performed, to the standard required and using the
systems, processes and/or methods specified

         Install, upgrade, configure and deploy software remotely

         Proactively develop knowledge articles to improve the resolution process and increase customer
satisfaction in line with Continual Service Improvement strategies

         Meet or exceed all internal KPIs

         Maintain technical and product knowledge and expertise, through research and self-development to
ensure support remains efficient, effective and relevant to the business needs of the customer

         Ability to effectively communicate and build relationships with customers

          Provide a high level of technical and operational support to customers, both external and internal

 Core Competencies

         Thorough understanding of retail stores equipment's like, POS, PIN PAD Reader, Printers, MOM
(Money order Machines)

         Act as a single point of contact for phone calls and emails from US/European user regarding IT/Retail
Stores equipment related issues and queries

         Fluent in English. Proficiency in US English accent will be added advantage

         Knowledge in H/w equipment set up in Retail stores is mandatory

         Respond to customer requests via phone and e-mail and alerts in a timely and accurate manner

         Handle end to end ticket flow on Service Now ITSM tool

         Ability to work under highly pressurized environment and can multitask

         Ability to follow defined processes as per customer guidelines

         Escalate complex issues to appropriate teams for resolutions

         Implement application systems, in partnership with IT Solutions personnel

         Investigate and resolve application problems

         Address operational system issues including installing applications and troubleshooting application

and system resource based issues

         Understanding of Servers/network, applications and operating system, handheld devices