Pune, Maharashtra, India
Information Technology
Full-Time
UST
Overview
Role Description
Key Responsibilities
It Helpdesk,ITIL,Ticketing
Key Responsibilities
- Handle customer interactions via telephone, email, chat, and web console.
- Deliver excellent customer service and set clear expectations based on agreed processes.
- Manage and resolve all tickets within target response and resolution times.
- Work on rotational shifts and demonstrate flexibility.
- Take ownership of customer issues and drive them to resolution, escalating when necessary.
- Meet or exceed performance metrics for the position.
- Demonstrate strong proficiency in Microsoft Office Suite (Word, Excel, Project).
- Engage in continuous learning to stay updated on relevant technologies.
- Exceptional customer service and communication skills (verbal and written).
- Strong problem-solving ability with a proactive and flexible attitude.
- Highly organized, detail-oriented, and self-motivated.
- Ability to prioritize tasks and manage workload efficiently.
- Knowledge of the Internet, common applications, and connectivity protocols.
- Experience with Windows OS (knowledge of UNIX is an advantage).
- Familiarity with ServiceNow platform.
- Fluent in English (both written and spoken).
- Graduate-level education or equivalent experience (IT-related degree preferred but not mandatory).
- Minimum 1 year of experience in a support environment or customer-facing role.
It Helpdesk,ITIL,Ticketing
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