Job Description

Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD

Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User

Microsoft , Azure , O365 , Troubleshooting Skill set needed

Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution

Routes the enquiries to Resolver Groups as appropriate

Re-routes misdirected calls

Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures

Provides status and updates on tickets to authorized users

Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction

Makes recommendations for updates to the KB database

Adherence to policies and procedures, closure of open calls after resolution.

Mandatory Language Skill: Prior SD experience and good English speaking skills" Note:- This is a WFO Profile and Candidate should be comfortable working for Bangalore or Pune because this profile is available for these two locations.

Job Overview

Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD

Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User

Microsoft , Azure , O365 , Troubleshooting Skill set needed

Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution

Routes the enquiries to Resolver Groups as appropriate

Re-routes misdirected calls

Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures

Provides status and updates on tickets to authorized users

Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction

Makes recommendations for updates to the KB database

Adherence to policies and procedures, closure of open calls after resolution.

Mandatory Language Skill: Prior SD experience and good English speaking skills" Note:- This is a WFO Profile and Candidate should be comfortable working for Bangalore or Pune because this profile is available for these two locations.

Roles & Responsibilities

Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD

Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User

Microsoft , Azure , O365 , Troubleshooting Skill set needed

Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution

Routes the enquiries to Resolver Groups as appropriate

Re-routes misdirected calls

Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures

Provides status and updates on tickets to authorized users

Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction

Makes recommendations for updates to the KB database

Adherence to policies and procedures, closure of open calls after resolution.

Mandatory Language Skill: Prior SD experience and good English speaking skills" Note:- This is a WFO Profile and Candidate should be comfortable working for Bangalore or Pune because this profile is available for these two locations.