ClearSharp Technology Pvt. Ltd
6d ago
source : Shine

Responsible for obtaining required information from service requesters, querying clients to ensure accurate product identification, servicing low level technical work and / or and logging the information into proper call management system.

Works independently or cooperatively as a member of a team under the direction of a team leader or manager. Primarily interfaces with clients, service delivery units, immediate management and other team members to ensure an accurate service request is routed to the appropriate service provider.

May be responsible for determining service entitlement by reviewing contract, generating contracts for time & material service if request is not under contract, or at field management request, providing grace periods on certain products while contract is in process.

  • May also utilize multiple internal systems for one of the following activities : 1) Locating, securing and coordinating shipping and receiving of critical parts from factories, repair centers, reclamation centers or unmanned locations to meet client service request;
  • 2) working with field personnel to identify and correct parts inventory shortages / overages to maintain optimum parts inventory levels.

    Key Responsibilities

    3rd Level telephone contact support

    Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.

    Must be logged into the call system so that HHO s can be received

    Ability to resolve problems with or without remote tools

    Consistently achieve First Contact Resolution performance metric

    Accurately document calls and cases

    Aware of customer s time restraints and work within those time limits

    Keep customer aware of resolution steps if ticket needs to be dispatched

    Follow up Service Centre cases and requests to completion

    Provide clients with problem reference numbers and request numbers

    Enter all troubleshooting / resolution steps into the ticket this information will be used for the 321 team to drive tickets to a lower level

    All tickets are to be touched on a first in first out basis , calling the customer on a daily basis

    Escalate tickets as needed if on-site support is required

    Resolve a minimum of 12 tickets per day (1. 5 tickets per hour worked)

    Understanding of SLA requirements for the client

    Assist in cross training and communicate quick fixes

    Manage time and workload to meet predetermined service levels

    Maintain data accuracy in Service Centre through contact validation

    Understand the various media sources that interface with the Service Desk

    Champion, implement or support change

    Identify process efficiencies within the Service Centre and to take corrective action to implement change

    Discover and document process and procedures which need to be published to the team or on the Knowledgebase

    Provide 1 knowledge script per week on commonly seen tickets

    Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc)

    Key Qualifications

    Education, training and / or relevant experience equivalent to the completion of a relevant certificate course and / or relevant experience in Information Technology service delivery Relevant IT qualifications to a tertiary level

    6 months IT Service Desk experience

    6 months previous experience providing Level 3 support for MS Office, MS Exchange and MS windows networks

    Working knowledge of data and voice network concepts,

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