IOA-Sr Process Executive

Job Summary

Assist Users to help fix their IT issue (Access & Password Application Hardware & Networking related) with willingness to work in rotational shifts including weekends (specifically Australian NZ shifts)

Ensure to provide best in class Service to users and there by maintaining high level of C-Sat

Efficiently manage the agreed SLA on the Incidents and Service Request handled

Manage and Handle User query coming through Calls or Self-service (online) mode

Responsibilities

Bachelor degree or equivalent experience (should have above 12 months relevant experience in IT contact center)

Excellent spoken and written communication skills (on English language).. above B1 High on CEFR standards

Strong customer service orientation good listening skills and the ability to analyze and solve technical problems

Ability to communicate effectively and resolve customer issues faster with speedy Typing skills while working on Online tickets.

Knowledge in computer configuration & Common troubleshooting (no boot no internet etc)

Awareness of basic networking concepts DHCP DNS TCP/IP & VPN basic understanding

Understanding on Active Directory Connectivity & Networking (IPs Ping NS Lookup etc)

Knowledge on LANs Operating systems Desktop Applications & Basic knowledge on Windows server (Physical or Virtual & Config)

Basic understand to triage computer peripherals equipment such as controller (CPU) printers and modems (Scanners Pinpads etc)

Knowledge on Remote troubleshooting through User machine

Hands on experience on ServiceNow ticketing tool will be an added advantage

Prior experience in Retail Store Operations helpdesk will be preferred

Handling first level Incident triage for complex process steps or transactions and resolve queries/escalations with customers in Helpdesk domain as defined in SOP

Effectively communicate information on products/services and/or trouble shoot technical issues within the specified time frames as agreed with the client in a manner that is understandable by the end user/ customer.

Document & Track each transaction in the ITSM tool Application as per the process guidelines with agreed categorization & prioritization.

Handle Calls related to Password resets Access issues Hardware triage Application troubleshooting etc.

Multi-Tasking attributes that helps in time management while handling calls/incidents

Ensure 100% C-Sat & FCR (Fist Call Resolution) on the calls/Incident handled for all in scope issues

Maintain a high degree of quality while handling calls/Incidents or any sort of process documentation meeting all the defined parameters

Align individual goals with team objectives (work cohesively with the team)

Record attendance and time sheet related data

Contribute to and participate proactively in knowledge sharing sessions