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Senior Engineer - IT IS

Date: Jun 10, 2021

Location: Pune, MH, IN, 411006

Company: SLK Software

Replacement HRAR for More, Mr. Pankaj Ramdas


1.    Be readily available to answer the phone to our customers in a professional and efficient manner
2.    Single Point Of Contact SPOC assistance for End User Support
3.    Identify and escalate tickets requiring urgent attention and action.
4.    Log calls via the appropriate call logging system and provide a high level of technical fix. For example: Change Passwords and unlock accounts for internal customers
5.    Complete courtesy call backs to the customer where required
6.    Add value to team environment by being enthusiastic and maintaining a positive attitude
7.    Ensure calls returned to Service Desk are reassigned without delay
8.    Monitor open incident calls Service requests
9.    Adhere to ISO9001 and ISO27001 procedures
10.    Actively employ, share and contribute to the company's knowledge base. Deliverables Achievement of all targets including first time fix
11.    Record comprehensive details of all Service Desk calls
12.    Perform Customer Call backs on a daily basis in accordance with the requirement of specific contracts
13.    Perform monitoring of open calls in accordance with the requirement 
14.    The role will involve to work any rotational shift and be open to work in 24 7 environment.
15.    Provide hardware software network problem diagnosis resolution via telephone email chat for end users &#65533 
16.    Single Point Of Contact SPOC assistance for End User Support
17.    Must be familiar with Microsoft office suite and environment.