Workplace Engineering Track Associate
Hexaware Technologies
Fecha: hace 3 semanas
ciudad: Saltillo, Coahuila
Tipo de contrato: Tiempo completo
Job Description
Service Desk English Experience
Service Desk English Experience
- Minimum 1 to 2 years of experience in handling calls / emails in in a international help desk is must
- Good understanding and hands-on experience of Incident Management process / prioritization and categorization of incidents is important Skills Required
- Excellent Communication skills (spoken and written)
- Handling the voice calls
- ITIL process on Incident Management and Service Request fulfilment
- Documenting the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket
- Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure
- Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
- Basic L1 level troubleshooting of the issues like desktop, network, printer, Active Directory, O365, Lotus Notes and email related issues
- Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
- Proactive problem management is an added advantage.
- Track the incidents/service requests/ problem tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems as per the escalation mechanism, analyze the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
- Willingness to work in a rotational shift 24*7*365
- Use Remote Desktop to assist the end users as required.
- Ability to efficiently and effectively understand the end users’ technical requirements, solid trouble shooting, problem solving and analytical skills, excellent pro-active verbal skills and communication skills. Availability to rotate on 24/7 shifts when required
Ver más empleos en Saltillo, Coahuila