Job Purpose

Answering the calls or mails received from the client, planning, organizing, and prioritizing the work and ensuring that high quality of services is being rendered to its clients, thereby ensuring better customer satisfaction.

Main Scope/Responsibilities

• Answer all the requests received through phone, emails, and helpdesk tool, and to ensure that there is proper delivery of the services as per the rules and regulations of the organization as well as by abiding to its quality standards.
• Assess and analyze the problem, to study its impact and to advise on the proper supportive functions that are necessary.
• Recognize the problem areas, to gather the relevant information, and to conduct a thorough research to diagnose the source or the root cause of the issue.
• Recommend adjustments to meet the end users requirements and assist in determining, maintaining, analyzing, identifying and monitoring the issues related to problem management.
• Keep a track record of all the relevant documentation and to make sure effective contribution is made to improvise the operational procedures.
• Escalate ticket to next level

Education

• Bac+2 minimum
• Curricula: Computer scienses

Global Experience

• 3 years

Specific Experience in the position

• 2 years