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Service Desk with ITIL at Pune Location

1 - 5 yrs
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1,00,000 - 5,00,000 P.A. Posted 16 days ago Job Applicants: 1086 Job Views: 791

Job Description

 
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    Resource should be prompt in acknowledging and triaging tickets, assigning them as per SLAs and agreed processes
    Support Service Management / process related activities performed by the SMO with relevant delivery data
    Responsible for end to end services for the application cluster / portfolio being managed
    Coordinate with onsite and offshore teams as necessary during project delivery, including daily connect calls
    Ensure adherence to defined processes (like creating problem records, performing timely RCA's, creating knowledge articles, maintaining application documentation etc.)
    Identify and work on improving the ticket acknowledgement times
    Perform any monitoring or ticket resolution tasks as described in SOPs
    Identify and work on reducing the repetitive service requests
    Create new SOPs for every task in the L1.5 team and update existing SOPs based on changes to application or existing processes
    Create and update KEDB for all issues being worked upon by the L1.5 team
    Resource is expected to identify and prepare checklists to improve service levels
    Ensure appropriate classification and prioritization of tasks as per SOP
    Comply with defined process during task execution
    Provide periodic task level updates whenever requested
    Assisting in creating documentations about client specific applications, project specific processes and workflows

    Resource should be ready to work in shifts and weekends/holidays (Comp-off/rotation in shifts/requisite allowances will be provided)

    Handhold and guide junior members in the team
    Maintain effective working relationship (Interpersonal) with team members and supervisors
    Adhere to Organization policies and procedures
    Participate in project and organization initiatives led by the Delivery leadership


    If interested can drop your updated resume to padmanjali.govindraj@adecco.com or can reach Anjali 7483800623

Salary: INR 1,00,000 - 5,00,000 P.A.

Industry: BPO / Call Centre / ITES

Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations

Role Category:Voice

Role:Associate/Senior Associate -(Technical)

Employment Type: Permanent Job, Full Time

Keyskills

Desired Candidate Profile

    Please refer to the Job description above

Education-

UG: Any Graduate - Any Specialization

Company Profile:

Adecco India Private Limited

The Adecco Group, based in Zurich, Switzerland, is the largest temp staffing firm in the world, and a Fortune Global 500 company.
With more than 33,000 FTE employees and around 5,100 branches in over 60 countries and territories around the world, The Adecco Group offers a wide variety of services that include temporary staffing, permanent placement, career transition and talent development, as well as outsourcing and consulting. The Adecco Group key markets are France, North America, UK and Ireland, Japan, Germany, Austria, Italy, Benelux, Nordics, Iberia, Australia, New Zealand, Switzerland.
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