Job Description:Job Description1) Candidate should have good written and verbal communication in English2) Agent should be able to handle international customers calling in and understand US voice accents with at least two+ years in voice process3) Needs to have at least one to two years working experience on a reputed ITSM tool (Service now/ JIRA/ SolarWinds/Remedy, etc)4) Basic Business Etiquette5) Understanding of Incident Management processes in a large enterprise6) Relevant experience in contributing to first call resolution(FCR) MTTR, CSAT on Helpdesk calls7) Customer Centric approachExp – 2- 5 yearsJob Responsibilities include:1) Ticket logging for all the issues and requests received2) Ensure standard helpdesk SLAs are adhered to - adhere to FCR3) Log tickets with correct priority and category4) Assign tickets to correct bins and follow up5) SPOC for taking all calls from IT users limited to scope of work6) Prioritize incidents/SR/CR via Helpdesk tool7) Relevant experience in working with cross functional teams
