Pentagon Consultancy Services
Job Title : Service Desk
Job ID : 5125324194
Posted on : 6-3-2015
Designation : Service Desk
Experience : 1 to 6 yrs
Location : Bangalore
Salary : Industry Standard
Client Name : MNC
Education : Graduation
Skills : Technical Support, ITIL
Priority : HOT
Description :
Working hours: 24/7 shift
Experience - 1.6 -5years
- Answer all calls offered to Service Desk queues and responsible for managing the ticket queues.
- Intimate the Shift lead/ L2 whenever there is an upward trend in calls.
- Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation
- Update the trackers and details required for Shift Handover.
- Adherence to schedules and report to Shift leads in case of any misses.
- Resolve incoming client calls based on departmental goals
- Provide detailed documentation in call logging system
- Take ownership and responsibility for problems for client technical issues
- Increase knowledge base by passing new issue resolution information to Service Desk Knowledge Administrator through the established Missing Knowledge process
- Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation
- Maintain a high level of Quality Customer Service
Required Skillsets :
- Should have knowledge in ITIL V3 standards and practices.
- Fluency in English is mandate
- Full time 15yrs education
- Should be willing to work in 24/7 shift
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