Company Name : Capita India Pvt. Ltd
Company Profile : Capita India Pvt. Ltd is the UK's leading business process outsourcing (BPO) and we are the UK's leading business process outsourcing (BPO) and professional services company. We deliver back office administration and front office customer contact services to private and public sector organisations across the UK & Ireland. Our India business was set up in 2004 and we now have 6 offices across 4 cities - Mumbai, Pune, Bengaluru and Gurgaon.
Company Website : www.capita.com
Job Description :
Job Designation : IT Service Desk
Job Description :
Job Location : Vikhroli Mumbai
- To maintain confidentiality of all customer and personal information and not divulge process related information to an unauthorised person
- To take responsibility for Health and Safety in the workplace, identifying and escalating any risks immediately to the Team Leader
- To adhere to COS risk and compliance requirements
- To escalate any problem to line manager in first instance
- To contribute to overall achievements of required service level by maintaining agreed personal targets.
- This role is accountable to manage the cases well and highlight issues to the Incident Management when there are high priority cases raised.
- The analysts should chase the cases and try for case closures when the service desk is the owner of the case.
- The analysts should adhere to client procedures and guidelines to meet the service levels.
- To create and maintain call histories logs in the time tracker and update the time tracker with all the activities accurately.
- To take total ownership of the call logging process whilst contributing to the overall service goals and objectives.
- To deliver an effective and professional service to the client.
- Provide first level helpdesk support via telephone and e-mail for Capita ITS end-users.
- Determine problem and log calls based on impact and priority assessment.
- Adhere to all call logging policies, procedures and documentation correctly.
- Answer telephone calls within agreed internal Helpline service levels
- Liaise with other teams as and when required.
- Escalate to second level support when necessary, whilst maintaining ownership of the call.
- Escalate to 3rd parties if required whilst remaining owner of the call until closure.
- Escalate all P1 calls to the Incident Management team within agreed timescales.
- Track calls and update customers on progress, escalate where progress does not meet the agreed priority service levels
- Maintain excellent time keeping practices and attendance.
- Investigations delegated by Team Leader
- Acting as Mentor/buddy to the new analysts
- Monitor SLA and chase via e-mails
- Chase the open calls and cases on hold as and when requested by the UK team.
- To undergo any refresher training or new process training and help in successfully implementing the new processes on the desk.
- To regularly keep themselves updated with all the client process changes on the desk.
- Is task oriented, carrying out activities clearly defined within a job/role description. Is responsible for their individual performance targets and contribution to team performance targets, ensuring they are doing the right thing for the customer.
Salary : Best In The Industry.
Educational Qualification : Any Graduate
Experience Required : 0 - 2 years
Apply Mode : Walkin
Important Dates : 27th January to 30th January 2015
Walkin Dates : 27th January to 30th January 2015
Walkin Time : 10 am to 3 pm
Walkin Venue :
CAPITA INDIA
Godrej IT Park, Gate No 2, Plant No. 6, LBS Marg,
Opp Vikhroli Bus Depot, Vikhroli (W),
Mumbai 400 079
Contact person : Chiranjeevi
