- Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User Microsoft , Azure , O365 , Troubleshooting Skill set needed Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution Routes the enquiries to Resolver Groups as appropriate Re-routes misdirected calls Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures Provides status and updates on tickets to authorized users Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction Makes recommendations for updates to the KB database Adherence to policies and procedures, closure of open calls after resolution.
- Mandatory Language Skill: Prior SD experience and good English speaking skills" Note:- This is a WFO Profile and Candidate should be comfortable working for Bangalore or Pune because this profile is available for these two locations.
Skills highlighted in blue are preferred key skills
Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
Microsoft , Azure , O365 , Troubleshooting Skill set needed
Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
Routes the enquiries to Resolver Groups as appropriate
Re-routes misdirected calls
Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
Provides status and updates on tickets to authorized users
Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
Makes recommendations for updates to the KB database
Adherence to policies and procedures, closure of open calls after resolution.
Mandatory Language Skill: Prior SD experience and good English speaking skills" Note:- This is a WFO Profile and Candidate should be comfortable working for Bangalore or Pune because this profile is available for these two locations.
Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
Microsoft , Azure , O365 , Troubleshooting Skill set needed
Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
Routes the enquiries to Resolver Groups as appropriate
Re-routes misdirected calls
Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
Provides status and updates on tickets to authorized users
Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
Makes recommendations for updates to the KB database
Adherence to policies and procedures, closure of open calls after resolution.
Mandatory Language Skill: Prior SD experience and good English speaking skills" Note:- This is a WFO Profile and Candidate should be comfortable working for Bangalore or Pune because this profile is available for these two locations.
Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
Microsoft , Azure , O365 , Troubleshooting Skill set needed
Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
Routes the enquiries to Resolver Groups as appropriate
Re-routes misdirected calls
Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
Provides status and updates on tickets to authorized users
Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
Makes recommendations for updates to the KB database
Adherence to policies and procedures, closure of open calls after resolution.
Mandatory Language Skill: Prior SD experience and good English speaking skills" Note:- This is a WFO Profile and Candidate should be comfortable working for Bangalore or Pune because this profile is available for these two locations.
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