Job Description

Working Hours:

• Daytime shift working hours:

8: 00–17:00,

9: 00–18:00,

10: 00–19:00,

11:00–20:00, including1 hour break
(One of them will be assigned to you, but shift working hours would be changed regularly.)

• Fixed Saturday & Sunday Off, No work during Public Holidays

Responsibilities:

• Handle calls, emails, & Web tickets (daily)

• Address technical queries and fix or log them appropriately accurately

• Escalate queries when required to appropriate personnel

• Identify trend of calls / tickets and highlight it to Incident Manager (IM)/L1.5 TL SDM as appropriate (Outage confirmation)

• Log tickets in Service Now (SNOW) as per policies assigned according to the policies & procedures

• Ensure Follow up mechanism is in place targeting customer’s issue resolution in an optimized manner enhancing Customer Delight

• Ensure consistent productivity and quality of service

• Meet SLAs and individual KPIs

• Assist **Operation Support System (OSS)**with problem determination & handle any Severity 1 & 2’s appropriately

• Should manifest flexibility to support operational requirements

• Maintain highest level of ethical work standards and be compliant with Organization & Project policies & procedures

• Shift timing is 9 hours which includes one hour break

Key Experiences And Skills Required:

1–2 years of overall experience in IT troubleshooting – IT helpdesk or service desk

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