Sr Associate - Systems & Service Engineering
Tata Communications
Date: 3 weeks ago
City: Chennai, Tamil Nadu
Contract type: Full time
About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Job Summary
We are seeking a skilled and customer-focused Service Desk to provide first-line technical support for Customers. The ideal candidate will troubleshoot connection issues, bandwidth issues, usage issues etc., ensuring timely resolution and excellent customer service.
Key Responsibilities
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Job Summary
We are seeking a skilled and customer-focused Service Desk to provide first-line technical support for Customers. The ideal candidate will troubleshoot connection issues, bandwidth issues, usage issues etc., ensuring timely resolution and excellent customer service.
Key Responsibilities
- Respond to Customer requests via email, chat and log tickets in ticketing system.
- Basic troubleshooting and resolving technical issues related to connection issues, bandwidth issues, usage issues etc.
- Document incidents, problems, and resolutions in the service desk system.
- Escalate unresolved issues to appropriate support teams.
- Maintain knowledge base articles and support documentation.
- Responsible for Customer satisfaction score (CSAT)
- Bachelor’s degree in any discipline or related field.
- 0-2 years of experience in a service/help desk role.
- Excellent communication and interpersonal skills.
- Ability to work flexible hours and shifts 8x5 (12.00PM to 9.00PM, 3.30PM to 12.30AM on weekdays and 12.00PM to 9.00PM, 1.30PM to 10.30PM on Saturday)
- Experience in remote support and enterprise environments.
- Familiarity with ITIL practices and ticketing systems (e.g., ServiceNow, Salesforce)
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