Service Desk Technician

Job Location : Navi Mumbai (Jui Nagar).

Service Desk Technician I

Job Summary :

The Service Desk Technician will be the first contact for customers to resolve their technical issues or to process their service requests.

Problem resolution skills will be used in conjunction with outstanding communication skills to ensure the service provided to the customer will be done quickly, correctly, and pleasantly.

The use of a ticketing system will be utilized to ensure proper documentation and communication ensues throughout the lifecycle of the issue with the customer.

Job Duties :

Works with internal and external customers to log, categorize and prioritize incoming Incidents or Service Requests received via phone, chat, email, or service portal.

This would also include customer validation to ensure categorization, prioritization, and security.
• Investigates and diagnoses issues for the customer using both internal and external knowledgebases as well as utilizing technical troubleshooting skills with the goal of first contact resolution.
• Resolve incidents and service requests as soon as possible to attain the highest possible first contact resolution rate.
• When the first contact resolution is not available, escalate to the appropriate team.
• Recognition of patterns in incoming incidents to properly identify potential major incidents.
• Clear verbal and written communication with customers to be able to properly troubleshoot and resolve issues in a friendly and efficient manner.

Must also be able to educate customers on available tools such as self-service options, AI (Artificial Intelligence) bot, knowledgebase, and service portal when pertinent.

Functional Knowledge :
• Requires analytic and problem-solving skills
• Must be able to listen and communicate with a variety of technical and non-technical customers both verbally and in writing in a professional and friendly manner.
• Ability to document work properly
• Business awareness that can be used to work with other teams throughout the organization.
• Ability to work in a fast-paced environment

Business Acumen :

Applies basic knowledge of business gained through formal education or related work experience

Leadership & Impact :
• Help others as directed
• Typically, works within standardized procedures to perform own work
• Has limited impact within own discipline

Problem Solving :
• Uses documented Service Desk procedures found in knowledgebase to solve common problems
• Also brings previously attainted troubleshooting savviness to position to troubleshoot undocumented issues
• Recognize patterns of issues