- Excellent communication skills
- Customer orientation
- Flexibility to work in 24x7 shifts
- Should have worked in an In-bound helpdesk environment
Key Responsibilities
- Very good understanding of helpdesk operations รข€“ ticket life cycle management, Incident management and request management.
- Escalation management
- Daily & Weekly reviews
- GAP analysis and mentoring / training new joiners
- Should be responsible for the complete shift and must provide EOD updates regularly
- Should assist the help desk manager to improve quality of delivery and opportunity of optimization.
- Should manage the complete shift and be the SPOC for helpdesk operation in that shift
- Should be an excellent team player
- Should be creative, Go the extra-mile to complete the tasks assigned
- Effective tracking and utilization of resources.
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