Dear Candidate, we have immediate openings for service desk @ capgemini (C2H) JD as below
Primary Skills :- Service Desk / help desk Troubleshoot basic network issues Handling Escalation Call Troubleshooting it related problems
Job Description Mandatory 1 Handle Incoming and Outgoing voice calls from users 2 Record incidents and service requests in the Information Technology Service Management ITSM Service Now tool Review the Service Desk mailbox Monitor and process operational inquiries activities Mailbox to create associated tickets 3 Classify and prioritize incidents and service requests as per agreed KPI 4 Monitor and manage trouble tickets 5 Act as first level Single Point of Contact SPOC for incidents and service requests 6 Perform account Management User Attestation activities for users 7 Password reset and account unlocks 8 Perform first level diagnosis and resolution workaround on reported incidents using Standard Operating Procedures SOP and leveraging existing Knowledge Base 9 Remotely troubleshoot issues related to end user desktops laptops scope limited till machines are connected to network 10 Provide Application Support for standard desktop applications MS Office Suite MS Outlook and Anti-Virus 11 Remote installation or uninstallation support for non-standard applications 12 Perform software OS break fix by taking remote control of the end user desktop using provided Remote Desktop Management tool 13 Coordinate with third party vendor and specialist Level 2 and Level 3 support teams Work with service desk vendors to ensure services are being delivered effectively and per expectations 14 Constantly refer to and update the IT Service Desk knowledge management documents 15 Log ticket and assignment to L2 L3 for Business Application managed by L2 L3
work location: Airoli mumbai Interview date: 07.12.18 Exp: 0 t0 1 Qualification: Any degree Shift: Rotational shift
Interested candidate please revert back with your updated resume HR recruiter: Anu Contact number:7349029502 Email id: [HIDDEN TEXT]
Desired Candidate Profile Please refer to the Job description above
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