Job Description Summary:

As 24/7 Single Point of Contact the Customer Service Desk is therefore required to function as both front line technical support and in a customer service capacity for non-support requests.

This means handling a wide variety of requests. The Customer Service Desk will be single point of contact to create a reactive incident ticket within 15 minutes on Email / Chat or Phone call.

As 24/7 Single Point of Contact the Customer Service Desk is therefore required to function as both front line technical support and in a customer service capacity for non-support requests. Managing noc@gtt.net mailbox.

Job Description:

- To provide First Line Support and resolve a high percentage of incoming Support requests calls, Emails and Chat upon the first contact.

- To answer incoming calls and record details of fault/request on trouble ticketing tool - a high level of detail and accuracy is required. To appropriately fulfil all requests that come through to the Customer Service Desk.

- To follow procedure, maintain documentation and standards and to collate and submit asset information as required.

- Assess the business impact of IT Incidents and accurately follow escalation procedures as directed.

- Communicate status updates to users and carrying out quality checks of the Documented Incident and customer satisfaction surveys when closing resolved Incidents.

- To work under the direction of the Customer Service Desk Manager and Customer Service Desk Team Leaders.

- Management SLA's and in providing accurate management information and reports.

- To use the Knowledge Base and contribute to keeping it relevant and up to date.

- To be fully conversant with Incident Management and CSC SLA's and supporting documentation.

- Any other duties required to meet the SLA- s/KPI's and Business Objectives of the Customer Service Desk.

Additional Job Description:

- A keen interest in IT and a decent working knowledge of computers and related technology.

- A willingness to use initiative and provide a personal service to individual customers if required.

- The ability to demonstrate teamwork and being respectful of others.

- History within an International Customer Service environment and an excellent level of communication via phone and email.

- To be able to learn quickly and calmly manage a workload within a high-pressure environment.

Minimum Requirements:

- Experience: 3+ years in similar customer service role supporting international clients

- Language: Proficient in German & English

- Education: Degree preferred

- Availability to work: Immediate (Preferred)

- Shift Flexibility: Should comply with 24/7 schedules

Location: GTT, Pune, India.

Job Type: Full-time.

Employment Type: Permanent.

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