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.