HELP DESK Engineer
â€¢ Answering phone calls, recording incidents, providing resolution, escalating if necessary and closing request per the established SLA. â€¢ Ensure calls are resolved within SLA â€¢ Ensuring maximum satisfaction through analyzing the closure tickets. â€¢ Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues; â€¢ Providing support, including procedural documentation and relevant reports; â€¢ Supporting the roll-out of new applications; â€¢ Setting up new users accounts and profiles and dealing with password issues; â€¢ Responding within agreed time limits to call-outs. â€¢ Tracking all the calls till closure â€¢ Escalate the calls internally as applicable to resolve the call.
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