MAGNA INFOTECH Bangalore Service Desk Agent (Level G)

Company: MAGNA INFOTECH ,Bangalore,India
Eligibility: B.Tech/B.E.

Job Role:  Service Desk
Location:  Bangalore
Salary:         Not Mentioned

Services:         visit website
Experience: 0-2 yrs

Date of Posting: 2016-04-24
Last Date to Apply: Not Mentioned

Skills required:
Service DeskIT analystHelp DeskTechnical SupportTech Supporttechnical support executivetsrtechnical support engineerit helpdeskhelpdesk

Job Summary:

Technologist to respond to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat & remote support. Technologist to identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group. Technologist to capture all incidents in incident tracker tool and assign the cases to relevant assignment group as per process and ensures proper documentation. Provides resolution to customer based on in scope processes Follows the incident life cycle as defined by process viz logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure. Technologist constantly upgrades his technical, process and soft skills to achieve the client and internal quality scores with CSAT scores, resolution on call and customer service scores. Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement. Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention. Minimum Skill Requirement Must Have: Incident management and usage of ITSM Excellent communication skills, with neutral accent. Excellent written communication skills with email etiquettes. Good problem solving and analytical skills Excellent customer service skills Ability to remain calm and courteous in periods of stress, and while facing an irate customer and managing back to back calls when required. Support Type / Hours: 1. Predominantly Voice Interaction support and also through email, chat & remote support. 2. 24x7 Support, shifts based on roster. This means role requires working in US / Night shifts and weekends and on national holidays. 3. 10 hours shift with 1 hour break split into 2 short breaks and one lunch breaks. 4. 5 days working per week, with weekly offs based on roster.

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