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Job Title: Service Desk - Associate
Location: Hyderabad
Experience Range: 1 - 3 Years
About Us:
Maximus Human Resources Pvt Ltd., Management began operations in 2007 as a professional placement services company to cater to the manpower needs in marketing, sales and advertising. In the past year, we have forayed into IT, ITES and ERP sectors, across all levels. We are committed to a result oriented approach in meeting customers’ business objectives. Our support goes beyond the stated minimum guidelines. Not only do we constantly try to understand our client’s demands, so as to deliver quality services, but we also try to recognise the core competencies of the aspirants, in order to counsel them into making the right career move. At Maximus, we understand the significance of blending business processes and technology. Our resources are extremely efficient to support all our cl
About Company:
Leading cloud telephony solutions company in India
Roles and Responsibility:



Service Desk Associates

Job Responsibilities

1.          Handle inbound service requests or incidents reported via phone, chat, e-mail or ticket system.

2.          Properly record, classify, and provide initial support for all requests or incidents reported, per standard operating procedures.

3.          Perform research and follow troubleshooting steps in order to provide first call resolution.

4.          Route requests to resolution groups when incidents are not resolved during initial support.

5.          Monitor the status and progress towards resolution of all open incidents.

6.          Provide a positive customer experience during the duration of any client engagements or interactions.

7.          Provide answers to clients by identifying problems; researching answers; guiding client through corrective steps.

8.          Ensure resolution confirmation and closure of incidents and service requests.

9.          Follow up with the client to provide updates on open issues.

10.          Improve client references by writing and maintaining documentation.

11.          Improve system performance by identifying problems.

Skills and Abilities:

1.          Must have exceptional customer relations skills and a commitment to excellent customer service.

2.          Ability to understand software systems and how clients use them.

3.          Ability to work with non-technical clients to gather business requirements and translate into technical specifications.

4.          Excellent oral and written communication skills. Requires tactful, continual and effective oral communications with customers. Requires extensive, clear and timely written documentation of issue statuses and reports.

5.          Experience supporting enterprise level, secure Web applications.

6.          Ability to see issues through to resolution.

7.          Ability to work flexible shifts (evenings, weekends and holidays are a possibility).

8.          Good analytical and troubleshooting skills with a demonstrated proficiency at technical problem solving/root cause analysis in order to identify issues and resolve.


Desired Candidate:
Interested candidates, Pl call me 91 9113636106