Service Desk Engineer

Job highlights

• Experience in L1 technical voice support with knowledge of ticketing tools and IT service desk operations

• Handle inbound technical support calls, log tickets, provide resolutions, follow up on open tickets, and maintain SLA and call quality

• It is a L1 Voice Technical Support profile

• He/ She will be the first point of contact to all kinds of calls/ query/ tickets.

• Have to answer inbound calls from a toll free number.

• Customers (people working in store/ billing counter) will be making the call when some technical issue is faced in the store regarding printer, POS machine, desktop, billing machine, bill printer etc.

• Should listen to the call, understand the query, login the ticket in system and provide proper resolution on call to the customer.

• You have to maintain SLA while working on live calls/tickets..

• If any ticket is not able to be resolved by the engineer, then the ticket will be passed on to the particular concern team.

• Multiple follow ups need to be done by making outbound calls for open tickets to get it closed on time and to maintain the minimum bucket count.

• Must maintain the quality of calls and performance/productivity.