Service Desk Analysts - SRKay Consulting Group
- Pune, Maharashtra, India
- Apply by: Oct 30, 2024
- 1 Vacancy
- Local Candidates (India)
- Career Level: Experienced Professional
- Degree: Graduate
- Experience: Year
- Full Time/Permanent
- Work from Office
It is fun to work in an organization where people truly believe in what they are doing. At SCIKEY, we are dedicated to bringing passion and client focus to the business. We work hard, and we are serious about what we do. But we like to have a good time, too. In fact, we run our business with that belief in mind every day.
Must Have:
• Excellent oral and written communication skills
• Excellent presentation & Excel skills
• Strong training and instructional design skills
• Ability to organize, analyze, and prioritize
• Strong interpersonal and coaching skills
• College degree or equivalent experience in training, quality assurance, IT help desk, and/or call centre environments
• 3-5 years’ experience with help desk, call centre, and/or customer service operations
• 1-2 years’ experience with quality assurance and process development
• 1-2 years’ experience training
Daily responsibilities:
The QA/Trainer ensures the quality of help desk support services through training new hires, monitoring and reviewing help desk activities (calls and tickets),
conducting periodic assessments of technician skills and knowledge, coaching and remediation sessions, tracking performance over time and recommending process improvements
Training:
• Train new hires on HighPoint help desk processes, procedures, standards, and systems This includes call handling, customer service skills, ticket creation and documentation,
and basic troubleshooting resources and methods
• Develop and maintain training materials: print, electronic, audio/visual, etc for delivery in classroom, web, phone, etc. settings
• Update training curriculum in response to process or system changes
• Develop, administer, and score assessments Track and report on results
• Schedule training sessions in cooperation with help desk management to minimize disruption to scheduling
Quality Assurance (QA):
• Monitor, review, and score help desk calls and tickets on a daily basis to ensure compliance with HighPoint service standards
• Track QA results, analyze to identify concerns, and provide QA reports to management Recommend improvements and participate in implementing
• In cooperation with Service Desk management and account management develop and implement targeted QA processes and schedules to address identified priorities
• Conduct coaching and remediation sessions with Service Desk resources to verify awareness of standards and processes and facilitate improvement
SCIKEY is one of the fastest growing startup company with headquarters in India and offices in Malaysia, USA, UK, Singapore, and Finland. With more than 200 customers across several countries, SCIKEY is fast becoming a well-recognized Market Network brand for talent and business solutions.
We have a work culture focused on innovation and creating lasting value for our clients and employees. The learning opportunities within our organization help you acquire new skills or deepen existing expertise.
We have a diverse, inclusive, meritocratic culture, and our flat, non-hierarchical structure enables you to work with senior partners and directly with clients.
For this position SCIKEY offers benefits that rival the best companies around the world.
We can have following list of benefits:
Each employee and their families are insured for health that provides them with family hospitalization cover right from the day the employee joins team SCIKEY.
Our compensation structure ensures that you get maximum money in hand adhering to all the statutory compliances as required by regulations.
SCIKEY is an equal opportunity employer. We believe that family is most important part of our life and we express that by not only giving fully paid maternity leave as per the regulations but also paternity leave to new fathers of our family.
SCIKEY is highly flexible in giving work location options and also flexible working hours if your team is comfortable with it. You can work from home or any other remote location or work in our fully equipped state of the art office. You decide your flexibility based on your choice till the time your output is not getting affected.
Work from home does not take away your vacation time. You have five days week and fixed days of vacation that one can utilize in any way.
We are a team of family loving people. Paternity / maternity leave, and flexible working is added by the culture of a family friendly culture. We love to bring families to work by giving priorities to family members of our employees to fill any open job. We have several high performing and happy couples working for us as a testimony to our family commitment. We never forget to celebrate birthdays of our employees even if they work remotely and get over a video call to wish you along with as many team members as we can collect to wish you happy birthday.
Our HR works behind the scenes to help you plan your life better. We regularly hold health and financial planning sessions to benefit our employees and families.