Service Desk Agent

Role: Service Desk Agent

Location: Ahmedabad/ Mumbai

Exp- 2-7 years

Apply only if you are available for face to face interview on Saturday dated 20th Dec in Ahmedabad/Mumbai location.

Role descriptions / 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.

Ready to work in Shifts.