Service Desk Analyst 1
- Tech Mahindra
- 1 - 4 years
- Kolkata
- 6 days ago
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Job Description
Role & responsibilities
JOB INFORMATION Internal Job Title: Service Desk Analyst Department: Global Customer Services Reports To: Service Desk Manager SUMMARY The IFS Service Desk includes a dedicated Call Center and fulfils the following obligations: Clarifies the issue with the customer; provides a first-contact resolution wherever possible; owns and manage each case, keeping on top of it and ensuring that resolver groups working on resolution through subordinate work items are engaged and making progress in reasonable and timely manner; provides a regular cadence of proactive updates to the customer in clear English language; responds to customer requests and queries; effectively manages customer expectations; sets the organizational standard for customer engagement serves as a communication channel between customers, partners and the wider IFS organization; and ensures that each case is concluded with the creation of a new knowledgebase article (KBA) or association with an existing one to facilitate future self-service
Since this role is 24*7 role with a roster pattern of (2 days Morning, 2 days Afternoon & 2 days Night shift followed by 3 days of leave after every night shift).
The candidate should provide written consent that he is ok with working is 24*7 roster.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: Tech MahindraLocation(s): Kolkata
Keyskills: Service Desk Engineer L1 Support ITSM
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Tech Mahindra
Tech Mahindra Limited is an Indian multinational provider of information technology (IT), networking technology solutions and Business Process Outsourcing (BPO) to the telecommunications industry. Tech Mahindra is a US$4.2 billion company with over 117,000 employees across 90 countries. It provide...
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