Service Desk

Job Role: Service Desk

Job Location: Mumbai/Gandhi Nagar

BPO Band: BPO1/2

CTC: max 6 LPA

Experience: 1-5 years

Roles and Responsibilities:

·         Strong Communication Skills.

·         1-3 years relevant experience.

·         The primary Service Desk Agent role is to provide first level support through taking calls, chats, web tickets and handling the resulting incidents or Service Requests, using the incident and request fulfillment process in line with the Service desk objectives.

·         Provide technical assistance and support for clients and partners via call, chat and web.

·         Co-ordinate incident resolution to ensure all problems are handled appropriately and in a timely manner.

·         Demonstrate technical understanding of the products and services in our support catalog.

·         Develop and maintain positive relationships with clients always focusing on their satisfaction.

·         Take ownership and accountability of an incident from start through to a successful resolution, following up where needed and communicating to the client.

·         Escalate issues and involve a ESS or Team Leaders whenever required in order to solve problems as quick as possible.

·         Maintains and consistently demonstrates the core values of client centricity along with the knowledge of the Banks processes and practices to ensure driving the best User Experience.

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