SPECIALIST

Experience

2.5-5 Years

Skill (Primary)

DWP-USS-SERVICE DESK

Qualification

B-Tech

Location

Bangalore

Job Description (Posting).

Key Responsibilities:\\r\\nExperienced Service Desk with good communication and leadership skills, working from customer office and interfacing with customer leadership on a daily basis.\\r\\nTechnical Support Delivery: Provide support via calls, chats, emails, and self-service tickets.\\r\\nQueue Management: Monitor chat and call queues to maintain ASA (Average Speed of Answer) and SLA (Service Level Agreement) targets.\\r\\nCustomer Satisfaction: Track C-Sat and D-Sat scores, conduct root cause analysis (RCA), and share findings with clients.\\r\\nClient Engagement: Collaborate with management and clients to align service delivery with business expectations 1.\\r\\nSkills Required:\\r\\nTroubleshooting (server, internet, printer)\\r\\nRemote access and data sharing\\r\\nAsset management and user onboarding\\r\\nLeadership, public speaking, and teamwork\\r\\nTerminal testing and software installation\\r\\nOutlook Web Access and hardware/networking (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases