Service Desk Support

Year of experience required: 7-8 Yrs (Max)

Here is a JD for your requirement.

• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software (Service Now).
• Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Take ownership and responsibility of an issues from start through to a successful resolution
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Ability to Co-ordinate with the Incident Management team during major incidents.
• Flexibility and ability to work on a rotational shift (24/7) Support model.