Scribd
Upload
75 views1 page

JD - Global Service Desk

The document describes a job description for a Level 1 Global Service Desk agent role. The role involves being the first point of contact to resolve business systems and application problems for clients through various support mediums like calls, chats, emails and portals. Key responsibilities include providing issue resolution and responses professionally and collaborating with other teams to foster first call resolution.

Uploaded by

MAHESH V
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
75 views1 page

JD - Global Service Desk

The document describes a job description for a Level 1 Global Service Desk agent role. The role involves being the first point of contact to resolve business systems and application problems for clients through various support mediums like calls, chats, emails and portals. Key responsibilities include providing issue resolution and responses professionally and collaborating with other teams to foster first call resolution.

Uploaded by

MAHESH V
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 1

Job Description(GSD)

Role Description:
Level 1 Global Service Desk agents are the first point of contact for Clients to resolve various business systems and applications related
problems; onsite engineering personnel; and Authorized Service Providers on standard, specialized or complex systems. They are required to
interact with customers across geographies (through multiple support mediums) and provide issue resolution / right responses, positively and in
a professional manner.

Job Description & Responsibilities:


• Required to interact with customers across geographies (through multiple support mediums: Calls/Chats/Emails/Portals) and provide issue
resolution / right responses, positively and professionally.
• Work within a standard protocol to respond to customer issues. Moderate judgment may be used to supplement the outlined process.
• Provide the most appropriate solutions through remote contact, probe problems and communicate in such a way that non-technical users can
comprehend instructions and advice.
• Collaborate with other resolver groups to identify solutions that foster first call resolution
• Be proactive & anticipate issues or situations which impact service availability and critical response time, and recommend necessary
mitigation steps escalating to management’s attention, where appropriate

Knowledge and Skills:


• Excellent communication skills (English) in both written and verbal communication.
• Familiarity & hands-on experience with computer technology
• Familiarity with application support (preferred)
• Problem solving skills & accuracy in data entry.
• Experience in a phone based remote role, e- support, e-chat or similar (preferred)
• Flexible to work in rotational shifts 24x7
CTC – 2.6LPA
© 2019 DXC Technology Company. All rights reserved. February 4, 2020 1

You might also like