Service Desk - Voice Process

Technologist to respond to L1 Troubleshooting issues 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