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    Associate Analyst- IT Helpdesk Agent - New York, United States - Nagarro

    Nagarro
    Nagarro New York, United States

    2 weeks ago

    Default job background
    Description
    Company Description

    We are a Digital Product Engineering company that is scaling in a big way We build products, services, and experiences that inspire, excite, and delight. We work at scale - across all devices and digital mediums, and our people exist everywhere in the world (19,500+ experts across 35 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in

    Job Description

    Must have Skills : Excellent communication skills,

    Duties and Responsibilities -
    • Take a call and find out emergency details by discussing with the caller by using Organization provided call flows and workflows.
    • There are multiple incidents and emergency situations that need a specific process to be used to capture all details from the caller.
    • Each call is required to be recorded as per the work process using the Service Now system.
    • Downstream communication, if any, is required to be initiated as required for the incident. This may involve calls, emails, and text messages to all necessary parties. I.E. User, Client, Team, and or Management.
    • The response to emergencies requires call center agents to be calm, be considerate about a situation, demonstrate empathy as required, and keep professional composure while taking calls.
    • Keeping confidentiality about the emergency situation and keeping all associated data secured. All electronic devices will be parked outside the EOC facility.
    • Ability to differentiate emergency-related call vs regular call and using the provided script to divert non-emergency calls.
    • Detail-oriented and capture all inputs provided by the caller/ customer regarding an emergency.
    • Knowledge about Service Now ticketing system.
    • Proactively identify process improvement opportunities in the daily operations and communicate to the Team Leads and Managers.
    • Keep up to date with process updates and changes and build knowledge
    • Escalate any appropriate problems to senior management in a timely manner
    • Keep company values, best practices, and more in mind.
    • Engage language support as required using Organization-provided language support helpline.
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