Responsibilities:
- Handle calls, emails, & Web tickets (daily)
- Address technical queries and fix or log them appropriately accurately
- Escalate queries when required to appropriate personnel
- Identify trend of calls / tickets and highlight it to Incident Manager (IM)/L1.5 TL SDM as appropriate (Outage confirmation)
- Log tickets in Service Now (SNOW) as per policies assigned according to the policies & procedures
- Ensure Follow up mechanism is in place targeting customer's issue resolution in an optimized manner enhancing Customer Delight
- Ensure consistent productivity and quality of service
- Meet SLAs and individual KPIs
- Assist Operation Support System (OSS) with problem determination & handle any Severity 1 & 2's appropriately
- Should manifest flexibility to support operational requirements
- Maintain highest level of ethical work standards and be compliant with Organization & Project policies & procedures
- Shift timing is 9 hours which includes one hour break
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- Key Experiences And Skills Required:· 1–2 years of overall experience in IT troubleshooting – IT helpdesk or service desk
- Bachelor Degree
- Excellent analytical problem solving and critical thinking skills
- Exceptional oral and written communication skills
- Ability to work independently, multi
-task, and take ownership of various parts of a Project or Initiative - Japanese Language (N2 or N1) is mandatory along with English speaking & writing ability
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