Seeking a professional with a minimum of 12-18 months of Service Desk experience. Ideal applicants have the following qualifications and experience.
Possible career progression for right candidates.
Qualifications:
Excellent Customer Service/Phone Skills
Excellent Communication Skills - both written and verbal
Tier 1 support for Enterprise/IT applications
Experience of working within ServiceNow
Understanding of ITIL practices
Willingness to work in a 24/7 environment
Responsibilities:
To deliver a Tier 1 support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web and chat.
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
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
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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