Global Service Desk Agent – English MNC for Pune Location

Job Description

*Main Accountabilities:*

1.Answering tickets from internal users logged via ITSM tool and telephone with regards to the issue or request they have raised.

2.Ensure incidents and requests are accurately categorized, logged, assigned, tracked and responded to in a timely manner, in line with agreed SLA’s, provision of timely communications and maintenance of ownership until closure.

3.Collaboration with various teams & stakeholders.

4.Ensuring customer satisfaction is met.

5.Participates in assigned projects.

*Technical competencies:*

1.Fluent written and spoken English

2.Minimum years proven experience in a service desk / customer service role

3.Good troubleshooting skills in M365 office apps, Microsoft Windows, internet browsers, PCs, laptops, basic networking and active directory

4.Basic understanding of IT principles and ticket handling

5.Basic understanding of ticketing system- preferably BMC

6.ITIL foundation certificate or knowledge is highly desirable

*Behavioral competencies:*

1.Excellent communication skills

2.Customer focused and results oriented

3.Ability to work alone or as a member of a team

4.Readiness to work on shift working pattern and weekend basis

5.Responsible and organized

6.Logical thinker

7.Passion to learn new concepts, technologies and processes