Allianz Partners

IT Service Desk Agent

Allianz Partners
Not Disclosed
0-5 Years Full Time
Pune, Maharashtra, IN

Vacancy: Not Disclosed Posted: 1 year ago Applicants: 0
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Job Description

Roles and Responsibilities

  • Maintenance of 70% first line fix rate.
  • Call, Incident, Problem and Desktop Change Management through logging, escalation and resolution using Service Now and remote support tools, including the Knowledge Base.
  • Raising accurate tickets within Service Now.
  • Assignment of calls/ requests/ incidents to internal and external support teams where calls cannot be fixed by the Service Desk.
  • Incident management encompassing incidents assigned to other support teams.
  • Set customer expectation by allocating an appropriate priority to an incident.

Desired Candidate Profile

  • Graduate in any discipline
  • 0-5 years Experience Comfortable to work in voice support / voice process
  • Willing to work in 24/7 Shift (Rotational Shift/ Including night shift)
  • Graduate in any discipline with good technical skills is a must.
  • Microsoft MCSA (Desirable), Knowledge in Windows 7, 8 and 10
  • Knowledge of networking, hardware
  • ITIL Foundation certified (Desirable)s

Technical and Functional

  • Comfortable and experienced in using spreadsheets (e.g. Excel) and MS Power point.
  • Knowledge of networking, hardware
  • Knowledge in Windows 7 and 8

Business / Client Engagement

  • Excellent written and verbal communication skills.
  • Demonstrably high focus on customer service.
  • Must have excellent interpersonal/customer liaison skills (telephone and face to face) as the role will come into contact with all levels within the business and IT.
  • Must be a good team player.
  • Flexible, can-do attitude and willing to take responsibility.
  • Ability to work unsupervised and to make decisions based on information available.
  • Should have excellent probing and trouble shooting skills.
  • Strong team player with a positive attitude and outlook.

Skills Required: Customer Servicetrouble, Shooting Skills