It helpdesk support analyst

Job title: It helpdesk support analyst

Company: SSS Placement & Staffing Solutions

Job description: Role: IT Helpdesk Support AnalystRegional Voice process English (Verbal + Written) + Hindi (Verbal) & Marathi (Verbal)Location: Coimbatore, Tamilnadu (Work from office)Roles and ResponsibilitiesExcellent communication in English, Hindi, Marathi is mandatoryTicket Handling, Monitoring and Dispatching:Create Ticket and resolve Level 1 tickets that are simple user queries like What-is/How- to/When using FAQFirst Level Resolution (FLR) Resolve all tickets which are under scope of Level 1(L1) with no spill-over to Level 2 (L2)Tickets beyond L1 resolution purview to be dispatched to the L2 solution groupL1 definition and classification of tickets will be done during the Knowledge Transferand trainingAnalyze the ticket by capturing necessary information from the user and use theknowledge gained in training to troubleshoot the issueRetain end-to-end ownership of all tickets which are handled by the team (New Ticket> Follow-up > Follow > Through to closure)Contribute inputs towards process improvement and innovations to improveoperational efficiencies and customer experience.All open tickets (L1 and L2) to be followed-up on a daily basis with the user / technicalteam member to meet the agreed resolution time.Refer knowledge database articles to fetch the resolution data and convey the samewith clear explanations to the end user.Ensure to confirm appropriateness of resolution with customer post providing thesolutionChange the ticket status to Resolved in helpdesk tool per the standard ticket detaildocumentation format agreedCreate and contribute new knowledge articles towards constant update of theknowledge base with learnings on a day-to-day basis.Experience:Freshers & experienced (Any Diploma/ Any Degree)Process: English, Hindi & Marathi Voice ProcessShift: Rotational ShiftPerks and Benefits: Cab, One Free meal

Expected salary:

Location: Coimbatore, Tamil Nadu

Job date: Wed, 14 Aug 2024 07:48:26 GMT

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