3A– Agent L1.5 Helpdesk

                                  Role Information

3A– Agent L1.5 helpdesk

Role Designation

Senior Technical Executive

 Position Summary

·       Execute transactions as per prescribed guidelines and timelines. Follow predefined procedures with the objective to meet performance parameters.

Required skillset

Communication and Customer Service Skills

·       Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues

·       Display Ownership and accountability

o   Quickly build trust and confidence with customer

o   Own and resolve customer issues efficiently, effectively and empathetically

·       Excellent comprehension and articulation skills

·       Excellent communication skills verbal and written

·       Demonstrate positive attitude

o   Willingness to learn and open to feedback

o   Helpful

o   Patience and perseverance

Analytical and Problem solving skills

·       Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues

·       Problem solving skills and quick thinking to own & resolve customers’ issues independently, thoroughly & efficiently

·       Able to identify sales opportunities and upselling

Time Management Skills

·       Being proactive and show the utmost respect for customer’s time

·       Good time management, ensuring all contacts with customers add value

·       Ability to Multitask

Computer skills

·       General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc

·       Knowledge on basic concepts of networking.

·       Working knowledge of MS Office

Mandatory requirement for experienced candidates:

·       Technical knowledge/expertise to support technical help related queries and trouble shooting.

·       Technical/troubleshooting knowledge of application support (SAP, SQL, ERP)

·       Should be process oriented, have knowledge of ITIL framework, metrics, and experience in production support

·       Minimum 2 + year experience in a L1 desk / tech support process providing remote support for Network Issues / Open Text / CRM support /HRC /DocuSign / Payroll app support, etc.

Additional Desired Experience and skill set for ESD:

·       Knowledge of S&P Domain, Applications

·       Knowledge of S2P, O2C Domain, Applications

·       Knowledge of SAP ECC. SAP SD or MM

·       SAP SRM

·       Ariba network

Job duties and responsibilities

·       Effectively resolve L1 helpdesk queries as per deliverables outlined

·       Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format

·       Execute transactions as per prescribed guidelines and timelines

·       Ensure that performance parameters are met to meet SLA targets

·       Ensure customer/user confidentiality and data protection at all times

Education and other requirement

·       Graduation/ Engineering Graduate/ B.Sc. (Computer Science) or any technical degree/diploma required.

·       3A – Experience >18 months

·       Willingness to work in rotational shifts/Night Shifts