Key Roles and Responsibilities :
Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes
Uses MS product and process knowledge along with discretion to respond to tickets
Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
Build knowledge articles, or flag the need for such content, when relevant articles are not available
Provide timely updates to clients, when requested, on any pending requests or tickets.
Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client
Produce breach and aging reports for tickets opened by the service desk
Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
Knowledge, Skills, and Attributes :
Ability to work under guidance
Ambitious self-starter
Ability to use sound judgment to escalate an issue to a higher level
Methodical in approach to ticket resolution
Demonstrates ability to interact with a variety of stakeholders
Demonstrates required integrity to ensure excellent client service and retention
Demonstrates the attributes of professionals
Excellent attention to detail and client focussed
Strong and effective verbal and written communication skills
Ability to work in 24X7 shift structure, based on a defined roster
Academic Qualifications and Certifications :
General Qualification in Technology (Technical Diploma) or equivalent
India specific A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent
Required Experience :
A moderate number of years work experience
Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred
What will make you a good fit for the role?
Standard career level descriptor for job level :
Have substantial understanding of the job
Uses skills and knowledge to complete a wide range of tasks
Work is moderately difficult
Need to use judgement to solve issues or make recommendations
Receives very little daily instruction
Only gets general instructions on new work
Typically requires demonstrable level of related experience. 
