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Keywords / Skills : Technical Support

6 - 12 years
Posted: 2019-08-05

Industry
ITES/BPO
Function
IT
Customer Service/Call Centre/BPO
Role
Technical Support Engineer
Technical Support Representative (Non- voice)
Education
Bachelors
Degree
Posted On
5th Aug 2019
Job Ref code
127485
Job Description
Job Description :

·Good communication - written and oral
·6 - 12 months swivel support kind of experience
·Will serve as an interface between the client and internal teams
·Hands on experience on any of the ITSM Ticketing Tools like ServiceNow, Remedy preferred.
·Ensures data/information/updates is recorded in the internal/client tool accurately
·Understand, implement and follow the processes as per the policies
·Ensure that defined processes and procedures are being followed both in terms of Horizontal and Vertical Escalation
·Responsible for Day to Day operations as per the activity matrix
·Work closely with L1 / L1.5 Teams
·ITIL Foundation, basics knowledge (certification not required)
·ITIL Service Operations Knowledge preferred (certification not required)
·Change Management knowledge/understanding
·Incident Management knowledge/understanding
·Event Management/alert monitoring knowledge/understanding will be an added advantage.
Key Skill(s)

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