Greetings from Smart Folks !!!
My name is Kumar we have a job opportunity for you Service Desk Analyst one of our client based at Plano, TX 75024 Please find the Job description below, if you are available and interested, please send us your word copy of your resume with following detail to Or please call me on to discuss more about this position.
Job Title: Service Desk Analyst
Location: Plano, TX 75024
Duration: 06 Months
Start Date: ASAP
Job Details:
Answer Phone calls, Chat and Self-service tickets from end users and track status and progress to resolution.
Responsibilities
Language: English
Role purpose:
- Answer Phone calls, Chat and Self-service tickets from end users and track status and progress to resolution
- 24/7 rotational Shifts
Main responsibilities:
- Answer user queries assist them with L1 troubleshooting
- Call & customer handling skill
- Adherence to policies and procedures set by client
Major activities:
- Opens, logs, prioritizes, assigns, and closes calls logged in the IT Service Desk
- Asks End User all the relevant information concerning the call made or issue reported
- Attempts to resolve the defined inquiries while on the telephone/chat 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 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
If you are interested in the position, please fill the details:
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