Help Desk Coordinator (Sri Lanka)
Employer: Quess Corp Lanka Private Limited
Industry: Office Skills
Location: Sri Lanka
We are on the seek fora potential individual to join an esteemed entity
General Responsibilities:
• Responsible for logging and allocation of the calls and ensure proper resolution is given to the user.
• Collect feedback from the user regarding issue resolution and take it up with internal management for corrective action in the event negative response is received. : Generation and dissemination of relevant reports as directed Coordination with different teams for tickets raised.
• Taking phone calls/ emails /logging tickets in call logging tool
• Allocation of the tickets to engineers / team based on the contact touch points (email, IVR call, walk-in)
• Coordination with different teams for updating the status of the ticket
• Notify the CUSTOMER Focal Point of systems or equipment failures, or of an emergency, according to the best practices or instructions given
• Systematic thorough follow-up for on-going or open issues.
• Ensure that all tickets are transferred to the right resolver groups
• Execute other SOPS/ Best practices implemented from time to time in order to upgrade the service levels and ensure enhanced customer satisfaction levels.
Job Specification:
• Graduate with excellent communication skills and exposure to ‘IT’ Industry in similar Operations.
• Prior experience in Application Support will be an added advantage.
• Exposure to Office Automation Software
• Telephonic skills
Remuneration Package: Rs.35,000 — Rs.40,000.
Keen on this valuable opportunity?
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