Administrator Q(Support & Operations) - Service Desk L1
Movate
🟢 Active · Posted Today · 👁 1 views · 👥 0 applied
Job Description
Job Summary
Service Desk Agent – L1- English
Responsible for Service ticket creation, assignment, categorization, prioritization, escalation, tracking, closure and feedback as per defined SLA in the SOW.
Key Responsibilities
1. Ticket Management & SLA Adherence
Responsible for Service ticket creation, assignment, categorization, prioritization, escalation, tracking, closure and feedback as per defined SLA in the SOW.
2. Issue Acknowledgment
Responsible to acknowledge issues reported by users through Calls/Chat/Email/Portal during the assigned period.
3. Technical Resolution & Knowledge Base
Follow Knowledge articles for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the Incidents.
4. Ticket Ownership & Escalation
Ownership of the ticket until support taken L2. Routing/chasing of tickets with other resolver groups.
5. Incident & Outage Management
Identifying the trend of calls/tickets and highlighting it to Incident manager as applicable for Outage confirmation. Creating child tickets and tagging them with Parent ticket.
6. Customer Communication & VIP Support
Gather information about the latest updates on the high severity incident and convey the same to the customers. Callback the user and confirm resolution (wherever applicable). Proactive queue management and VIP call handling.
7. Quality & Compliance
To adhere to quality standards, regulatory requirements and company policies.
8. Root Cause Analysis & Escalation Support
To provide support for on call escalations and doing root cause analysis of given issue.
9. Knowledge Management & Training
Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
10. Customer Experience & CSAT
To independently resolve tickets within agreed SLA of ticket volume and time. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
Technical Skills Required
- Experience on Exchange, Network and Intune
- Well versed with Windows 10/11
- Excellent Communication Skills (CEFR Grade B2 with Spoken score above 55)
About Movate
Movate (formerly CSS Corp) is a global digital transformation and customer experience services company. With a presence across multiple countries, Movate delivers innovative solutions for some of the world's leading enterprises.
Why Join Movate?
- ✅ Work with cutting-edge technologies and global clients
- ✅ Opportunity to grow in a fast-paced support environment
- ✅ Competitive compensation and benefits package
- ✅ Continuous learning and professional development opportunities
Verified by Employee Table — free to apply, no registration fee required.
✅ Verified by Employee Table — free to apply, no registration fee required.