IT Support Executive - Bengaluru, Karnataka, India - HIRD Services Pvt ltd

HIRD Services Pvt ltd
HIRD Services Pvt ltd
Verified Company
Bengaluru, Karnataka, India

3 weeks ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description

Language:

Proficient in English (Read + Write + Speak)


Shift - Rotational


Experience:

Minimum 1 years working for a Voice Technical Support/Service Desk.


Role purpose:
Answer calls and Service Requests from end users and track status and progress to resolution.


Main responsibilities:
Adherence to policies and procedures, closure of open calls after resolution.


Major activities:


  • Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
  • Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
  • Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
  • Routes the inquiries to Resolver Groups as appropriate
  • Reroutes misdirected calls
  • Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
  • Provides status and updates on tickets to authorized users
  • Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
  • Makes recommendations for updates to the KB database.

Salary:
₹500,000.00 per year


Day range:

  • Weekend availability

Shift:

  • Rotational shift

Application Question(s):

  • What is your current salary?
  • Total years of exp. do you have?
  • What is your Date of birth?

Education:


  • Bachelor's (preferred)

Experience:


  • IT support: 1 year (preferred)

Language:


  • Excellent English (preferred)

Location:


  • Bangalore, Karnataka (required)

Shift availability:

  • Day Shift (preferred)
  • Night Shift (preferred)
  • Overnight Shift (preferred)

Work Location:
In person
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