Main Responsibilities:
• Logging all relevant incident/service request details, allocating categorization and prioritization codes.
• Providing first-line investigation and diagnosis using approved tools, systems and procedures.
• Resolving/fulfilling incidents/service requests that are in scope.
• Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions.
• Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site.
• Following-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.
• Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).
• Keeping customers informed of progress.
• Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
• Closing all resolved/fulfilled incidents/requests and other queries. • Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.
• Ensure the Configuration Management System (CMS) is maintained/updated.
• Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.
• Ensure communication at all times is clear, concise, meaningful, professional and efficient.
• Provide feedback to appropriate Line Manager on how the Service Desk (Tier 1 and Escalation Management) and supporting functions can improve.
• Identify need for Problem Management for reoccurring Incidents/Events.
• Understanding of and familiarity with Customers’ services and solutions.
• Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
• Actively participate as required in meetings (customer, 3rd party, internal).
• Conducting customer satisfaction call backs/surveys as agreed. • Coach/guide Junior staff and new starters.
• Act as delegate for Senior staff.
• Act as technical escalation gate for Junior staff. • Higher First Line Fix/Right First Time than Junior staff.
Experience
• 12+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).
• 12+ x months in a process driven organization (must).
• Experience working in a multi-cultural/international environment (desirable).
• Experience in fault diagnosis/troubleshooting and fulfilling requests (must).
Shubham Vishwakarma
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Digixvalley is looking for a skilled and passionate Software Developer to join our dynamic team. The ideal candidate will be responsible for designing, developing, and maintaining high-quality web and mobile applications tailored to client needs.
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- Develop, test, and maintain scalable web and mobile applications
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- 2+ years of experience in software development
- Strong knowledge of programming languages (JavaScript, Python, PHP, etc.)
- Experience with frameworks (React, Node.js, Laravel, etc.)
- Familiarity with databases (MySQL, MongoDB)
- Understanding of RESTful APIs and version control (Git)
- Strong problem-solving and communication skills
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- Experience in mobile app development (iOS/Android)
- Knowledge of AI-based solutions or cloud platforms
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- Work on innovative and real-world projects
- Growth-oriented and collaborative environment
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Website: https://proshort.ai/
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Proshorts.ai is looking to hire young, dynamic and talented people for the front-end web development team at the Bangalore office. The company is building a video editing and video serving web application for the customer end-use. The company is looking to develop a web application in React.
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- Conducting Training Need Analysis and partnering with different stakeholders internally or externally to execute training programs.
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Full Stack Developer - Averlon