Keywords / Skills : Networking, ITIL, Windows Troubleshooting, Network Troubleshooting, Active Directory, Service Desk, IT Support, Service Management, Client Support, Communication Skills, Service Desk analyst, Helpdesk, It Helpdesk, help desk, Helpdesk Coordinator
Qualification: Any Non Engineering Graduate/ Diploma
Skill set required:
Should be flexible to work in 24/7 rotational shifts.
Knowledge of Active Directory, Outlook troubleshooting, Network troubleshooting, Windows Troubleshooting
Knowledge of ITIL Service Management best practices. (Good to have)
Excellent communication skills.
Should be able to understand client support requirements and respond
Resolve / fulfill incoming Service Desk incidents and requests from internal staff
Provide IT support for many technologies (mostly Microsoft) to a wide user base
Handling incoming telephone calls, emails and self-service tickets in a customer friendly and professional manner
Record all actions, conversations and work undertaken in the IT Service Management Tool (Service Now) Within Service Now, use the knowledge base for known errors and work around to aid diagnosis or resolution.
Hexaware is a global provider of disruptive IT & IT-enabled services, complex technology solutions and Business Process services. The company is dedicated in helping fortune 500 companies and larger enterprises in solving their toughest business challenges and enabling business transformation, leveraging its specialized automation-led services and ‘Shrink IT Grow Digital’ strategy. Hexaware focuses on key domains such as Banking and Financial Services, Healthcare and Insurance, Travel and Transportation and Manufacturing & Consumer and specializes in an array of services such as Application Transformation Management, Application Management Services, Enterprise Solutions, Business Intelligence & Analytics, Digital Assurance, Infrastructure Management Services, Digital and Business Process Services.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases