Engineer - Service Desk P 4A

Overview

Engineer - Service Desk P 4A is a service desk process and quality role focused on coaching and improving ticket handling performance.

What you'll do

• Audit voice/non-voice tickets and share feedback with agents.
• Ensure team quality scores are met.
• Strategize action plans for high-risk agents.
• Run daily huddles and share process updates.
• Drive quality initiatives and conduct process training for new hires.
• Conduct monthly PKT and ensure Customer Satisfaction Scores are met, closing loop on DSATs daily.
• Suggest and work on process improvement projects.

What you'll need

• Required: Bachelor's degree.
• Preferred degree areas: Computer Science, Information Systems, or related field.
• Must have strong domain knowledge and technical orientation.
• Knowledge of OS, MDM, and Office issues.
• Strong English communication skills (language proficiency: C2).
• Should deliver on tight timelines.
• Required skills include Application Support and End User Computing (among other listed tools/methods).

Details

• Location: Uppal, Hyderabad, India.
• Employment type: Regular.
• Work mode: Office work.
• Work shift: Rotating (India).