Service Desk Associate | L1 |CSR  

 To provide 1st & 2nd line technical support; answering support queries via phone, email, Chat
and Web
 To maintain a high degree of customer service for all support queries and adhere to all service
management principles.
 To take ownership of user problems and be proactive when dealing with user issues.
 Identifying the issue and categorizing / prioritizing the incident
 Referring KB for workaround / resolution and attempting resolution
 Strong interpersonal skills are a prerequisite.
 Ability to work effectively in a dispersed team and individually.
 Routing / Chasing of tickets with other resolver groups
 Recording trend of calls and identifying outages proactively
 Callbacks for customer not reachable cases & customer request
 Identifying the trend of calls / tickets and highlighting it to SDM as applicable for outage
confirmation
 Creating child tickets and tagging them with problem ticket
 Callback the user and confirm resolution (where ever applicable)
 Conduct Audits and Mentor L1 Team Members
 Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update
received by the resolver groups
 Being compliant to all process and procedures

Skills Required:
 Customer service orientation
 Excellent English communication skills (verbal and written) with neutral accent
 Active listening skills
 Computer and keyboard skills (working knowledge of PCs e.g. MS Office)
 Teamwork
 Reasonable analytical skills
 Situation handling skills
 Good motivational fit (job, organization, location)
 Willing to work on shifting schedules, grave yard shift, holidays or rest days as may be required
by business exigencies
 Keep oneself updated, aware of, and compliant to all Company policies and procedures which
include Information Security Management Systems
 Keep all company information which includes customer information confidential and secured

Candidate Specifications:
 Completed at least 2 years in college
 Experience in a similar role may be required in specific programs with varying years of experience