---------- Forwarded message ----------
From: ni
...@covenantindia.net <ni
...@covenantindia.net>
Date: Wed, Nov 7, 2012 at 3:21 AM
Subject: Openings for Executive/ Sr. Executive- Technology(Service Desk)
for Top MNC BPO in Mumbai
To:
Cc: "ni
...@covenantindia.net" <ni
...@covenantindia.net>
**
*Openings for Executive/ Sr. Executive- Technology(Service Desk) for Top
MNC BPO in Mumbai *
*Greetings from Covenant Consultants!
*
*Experience:-1-4 Years in Service Desk(International Service Desk or
International Voice Process)*
Work Location:- Mumbai *(VIKROLI)*
Salary :- Best in the Industry
Shift:- *Rotational Shift(Including Night Shift,Cab facility is provided)*
Education:- Any Graduates
Interview:- Process Interview. *Only those who can attend interview with 1
day of Prior Intimation should only apply.*
*APPLY ONLY IF YOUR ARE INTERESTED FOR THE SAME.*
*JD*
Role:
Sr. Executive /Executive -Technology(Service Desk)
Function: ITS Sub-function: Service Desk
Reporting to: Team Manager -Technology(Service Desk)
Role Objective
The role of the executive is to process client data accurately and in
accordance with client and
XXXX procedures and using specialist domain expertise as required, in order
to meet KPIs
and the SLA.
Academic: Graduation (any discipline)
Experience: At least 1 year in a call-based customer service role
ï€ Experience in the BPO sector is referred
Working Relationships
Internal:
IT support teams
Business lines, functions
External: IT services vendors
Primary Responsibilities
To maintain confidentiality of all customer and personal information and
not divulge process related information to an unauthorized person
To take responsibility for Health and Safety in the workplace, identifying
and escalating any risks immediately to the Team Leader
To adhere to COS risk and compliance requirements
To escalate any problem to line manager in first instance
To contribute to overall achievements of required service level by
maintaining agreed personal targets.
This role is accountable to manage the cases well and highlight issues to
the Incident Management when there are high priority cases raised.
The analysts should chase the cases and try for case closures when the
service desk is the owner of the case.
The analysts should adhere to client procedures and guidelines to meet the
service levels.
To create and maintain call histories logs in the time tracker and update
the time tracker with all the activities accurately.
To take total ownership of the call logging process whilst contributing to
the overall service goals and objectives.
To deliver an effective and professional service to the client.
Provide first level helpdesk support via telephone and e-mail for Client's
ITS" end-users.
Determine problem and log calls based on impact and priority assessment.
Adhere to all call logging policies, procedures and documentation
correctly.
Answer telephone calls within agreed internal Helpline service levels
Liaise with other teams as and when required.
Escalate to second level support when necessary, whilst maintaining
ownership of the call.
Escalate to 3rd parties if required whilst remaining owner of the call
until closure.
Escalate all P1 calls to the Incident Management team within agreed
timescales.
Track calls and update customers on progress, escalate where progress does
not meet the agreed priority service levels
Maintain excellent time keeping practices and attendance.
Investigations delegated by Team Leader
Acting as Mentor/buddy to the new analysts
Monitor SLA and chase via e-mails
Chase the open calls and cases on hold as and when requested by the UK
team.
To undergo any refresher training or new process training and help in
successfully implementing the new processes on the desk.
To regularly keep themselves updated with all the client process changes on
the desk.
Is task oriented, carrying out activities clearly defined within a job/role
description. Is responsible for their individual performance targets and
contribution to team performance targets, ensuring they are doing the right
thing for the customer.
Key Result Areas
ï€
On-time call closure
Any queries ,plz call me 9036516154(Nigil)
PLEASE CALL , 080 33781821
Mobile: 9036516154 for immediate response or send your resume to
ni...@covenantindia.net
This is a Mass Mail,Please ignore this Mail if this doesn't suits your
experience
--
Nigil
Executive - Talent Acquisition.
**********************
*COVENANT CONSULTANTS*
*"Fastest Growing Recruitment Company in India accredited by ERA"*
Bangalore Branch :
#27, New #18 3rd Cross Narayan Reddy Layout 6th Block Kormangala Bangalore
560034.
Direct: 080 33781821 / 080 33781809
Fax: 044 39195606
E-Mail: ni...@covenantindia.net
Web : http://covenantindia.net
* Connect with us on Facebook
<http://www.facebook.com/pages/Covenant-India/144269188961076> & Follow us
on Twitter <http://twitter.com/covenantindia> **
Locations : Chennai : Bangalore : Hyderabad : Coimbatore : Pune *
