FO French Helpdesk 110 views

Location: Bangalore
Experience: 1-3 Years
Client: Huawei
Max Ctc: 5.5 Lacs

Job Description:-

  • Handling French calls and emails
  • Track and manage all calls coming to GNOC through a single window.
  • Taking ownership of incoming calls and managing them in a logical and methodical manner
  • Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
  • Assign the complaint/calls to correct owner.
  • Timely follow with the owner (as per OLA) and update to customer.
  • To track all the running incidents and send status updates on the progress of ticket.
  • Follow the escalation steps wherever necessary
  • Maintain and develop own knowledge and skills to assist with first time fault resolution.
  • Identify and escalate repeat issues or service risks into service management teams.
  • Sharing knowledge with team colleagues.
  • Analysis the type of complaints/calls received to the service desk (help desk) over a period of time and categories them and identify the patterns around it.
  • Try to develop pro-active solutions for the calls/complaints received.
  • Identify the systematic issues and conduct a root cause analysis and implement/suggest a action to correct it.


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