UG :- - Not Required
PG :- - Not Required
No of position :- ( 1 )
Post :- 24th Aug 2022
Roles and Responsibilities
Are you a techie with an innovative streak? Do you have creative ideas that need to be transformed to reality?
Welcome to Precision! Where Talent is nurtured, and Dreams come True.
We are a liberal group of people with varied dimensions of skills focused on the rapidly advancing fields of IoT, Biometrics, Cloud, IT Infrastructure & System Integration. We look forward to meeting bright minds who wish to “leverage technology” in all facets of life “to achieve outcomes that matter” to the society at large.
Precision is a buzzing hive of knowledge and technology and experiences with emphasis on "Precision" in what we do...
And whether it is a product we developed years back or a new cutting edge technology in the making, the name says it all.
We are looking for Service Desk Executive Chennai with 2 to 5 years of experience possessing the following skills:
Position: Service Desk Executive
Level: L1 & L2 Support
Seniority level: Associate
Job Function: Service Desk
Reporting to: Service Delivery Manager /Team Lead
Windows Support: 24/7 / General
Receive and record incidents, service requests from IT department and engineers, through the agreed modes of communication (E.g. Phone, email, web etc)
Classify and prioritize the incidents / service requests / change requests as per the defined categories, urgency and impact
Allocate the incidents / service requests / change request
Monitor, track and update the progress status of all incidents and service requests.
Escalate incidents / service requests which are going beyond the agreed service levels
Record customer complaints and inform the concerned management staff for appropriate actions
Logging and tracking incidents / service request that require resolution from suppliers.
Notify IT users & on site engineers with progress status of all queries, incidents, service requests, change requests and complaints.
Finally preparing daily report for all the logs taking under the operation.
Receiving end users IT complaints through Telephone, E-Mail & Call logging in Remedy tool
Providing telephonic assistance to end users where ever possible for the first level telephonic support
Logging end users IT complaints in the call logging tool
Sensible allocation of calls based on the severity in line with Service Level Agreement (SLA)
Tracking end users IT complaints till closure with the support of Technical Support Engineers
Timely triggering of escalation to technical team and Supervisor before the response and resolution violations
Getting the transactional feedback from end user after closure of the calls by doing the necessary follow-ups with location engineers and end users
Analysis of call reports and end users feedback
Preparation of engineer productivity report
Preparation of daily, weekly & Monthly reports and sharing the reports to Supervisor / Customer with in the agreed timeliness
Facilitating and providing back end support to supervisor for conducting Customer Satisfaction Survey (CSAT) biannually
Maintaining & Monitoring all location engineers in time and out time using in house HRIS tool
Timely sending of engineers absence report to supervisor, location customer and business customer in the agreed template
Candidate Desired Profiles: