Service Desk Analyst | Continental | Bangalore, KA

Job description:

Continental is seeking a Service Desk Analyst who will be responsible for providing first-level support to customers (B2C or B2B) of SMY products. The main duties and responsibilities of this role include:

1. Handling customer requests and incidents through various channels like portal, phone, email, and chat.
2. Logging and classifying incident types and service interruptions, recording them with appropriate details.
3. Providing resolutions to customer issues or escalating them to the next support level if required.
4. Managing escalations for critical incidents and tracking issues from start to conclusion.
5. Documenting actions taken in resolving customer inquiries following established processes.
6. Solving routine customer problems by asking relevant questions and resolving them within the required timeframes.
7. Identifying when problems are beyond their expertise and escalating them to the appropriate support level.
8. Ensuring service level agreements (SLAs) are met by monitoring performance through statistical reporting and analysis.
9. Collaborating effectively with the team and contributing to the creation of support documentation.
10. Being available for night shift work rotation.

Qualifications required for the position include:

• A graduate degree.
• Previous experience in the Service Desk Industry.

Job/Req. ID: N/A

Company: Continental

Location: Bangalore, KA

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