Administrator (Support & Operations)

Sholinganallur, Tamil Nadu

Job Summary

• *Job Summary:** We are looking for a proactive and customer\-focused Service Desk Executive to handlereal\-time chat support for our clients. The ideal candidate will be responsible for resolvingtechnical issues, answering queries, and ensuring a seamless customer experiencethrough live chat interactions.Key Responsibilities: • Provide first\-level technical support via chat to end\-users.• Troubleshoot hardware, software, and network\-related issues.• Log and track service requests using the ticketing system.• Escalate unresolved issues to appropriate teams.• Maintain a high level of customer satisfaction through timely and effectivecommunication.• Follow standard operating procedures and service desk protocols.• Document solutions and contribute to the knowledge base.Qualifications \& Skills: Education: • Graduate in any discipline (preferably in IT or Computer Science).Experience: • 0–2 years of experience in IT support or customer service (chat process preferred).Skills: • Excellent written communication skills.• Basic understanding of computer systems, networks, and troubleshooting. Classification: Internal• Ability to multitask and manage multiple chat sessions.• Strong problem\-solving and analytical skills.• Familiarity with ticketing tools (e.g., ServiceNow, Zendesk) is a plus.

Key Responsibilities

1\. To adhere to quality standards, regulatory requirements and company policies.

2\. To provide support for on call escalations and doing root cause analysis of given issue.

3\. Work on value adding activities such Knowledge base update \& management, Training freshers, coaching analysts.

4\. To independently resolve tickets within agreed SLA of ticket volume and time.

5\. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

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