Role: Service desk

keywords: Service desk

Desired Experience Range: 2 - 6 years

Location of Requirement: Ahmedabad, Mumbai

Responsibility Expectations from the role

• The primary Service Desk Agent role is that of providing first level support through taking calls, chats,
• web tickets and handling the resulting incidents or Service Requests, using the incident and request fulfillment
• process in line with the Service desk objectives.
• Provide technical assistance and support for clients and partners via call, chat and web
• Co-ordinate incident resolution to ensure all problems are handled appropriately and in a timely manner
• Demonstrate technical understanding of the products and services in our support catalog
• Develop and maintain positive relationships with clients always focusing on their satisfaction
• Take ownership and accountability of an incident from start through to a successful resolution, following
• up where needed and communicating to the client
• Escalate issues and involve a ESS or Team Leaders whenever required in order to solve problems as
• quick as possible
• Maintains and consistently demonstrates the core values of client centricity along with the knowledge
• of the Banks processes and practices to ensure driving the best User Experience.
• Resolve issues to the best of your ability in a timely manner and know when to escalate especially
• during high call volume periods.