Job Title : IT Expert ServiceDesk
Job Type : Full Time
Location : Bangalore
Experience : Fresher
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Role and Responsibility :
- Manage phone/chat queues and breaks vigilantly
- Report agent behaviour issues to managers/supervisors
- Notifying OMC during the outages and engaging the appropriate team on MI call(in case of a P1/P2)
- Be available on OMC bridge calls (for MI’s) and be available on OMC myRooms
- Notify all Support engineers about new and ongoing outages.
- Update IVR, IT Connect Banner, and Chat welcome script during volume surges and outages. Same to be removed once the outage is resolved.
- Switching agent chat capacity based on chat volumes.
- “Executive Summary” to be sent with the impact summary in case of any outages.
- Intraday report to be sent every 3 hours throughout the day.
- Track and maintain attendance for all frontline agents on the day to day basis, including compensatory off’s.
- Conduct daily huddles to share updates and collect feedback from the team
- Keep track and maintain Backlog (open tickets) for all ServiceDesk assignment groups
- Create and implement shift rosters that help the Service Desk meet its daily deliverables
- Identify potential issues in the environment by keeping a track of Top Contact Drivers
Education and Skills :
- Min. Qualification : Graduate in any stream
- Manage ServiceDesk Phone and Chat queue’s to maintain optimum service levels
- Proficient with all ServiceDesk tools and processes
- Knowledge of Hardware / Networking/ Operating System and other related technical issues.
- Understand Service Desk Deliverables and KPI’s
- Determination to achieve Service Levels
- Provide support to ServiceDesk engineers (ensure job aids and required access is granted)
- Willing to work in shifts; excellent written & spoken communication skills
- Good interpersonal skills
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