1026838-Executives

EXL; Chennai District; On-site; INR 300,000 - 600,000; Full time

Job summary

EXL is seeking an IT Helpdesk professional in Chennai to handle international customer calls with strong English communication. The role requires 2+ years in voice support and familiarity with ITSM tools like ServiceNow, JIRA, Remedy, or SolarWinds. You will ensure quick, quality resolutions with a customer-centric approach.

Candidate should understand incident management in large enterprises and maintain professionalism with business etiquette while meeting SLAs and FCR targets.

Qualifications

• Excellent written and spoken English communication.
• Experience handling international customers and US accents.
• 2+ years in a voice process or voice support role.
• Familiarity with ITSM tools such as ServiceNow/JIRA/Remedy.
• Good business etiquette and professional communication.
• Understanding of incident management in a large enterprise.
• Customer-centric approach with 2–5 years of relevant experience.

Responsibilities

• Ticket logging for issues and requests received.
• Adhere to standard helpdesk SLAs and target FCR.
• Log tickets with correct priority and category.
• Assign tickets to correct bins and follow up.
• SPOC for IT users within the defined scope of work.
• Prioritize incidents and requests via the Helpdesk tool.
• Collaborate with cross-functional teams.

Skills

English communication

Voice support

Customer focus

Tools

ServiceNow

JIRA

Remedy

SolarWinds

Job description

Job Description

• Candidate should have good written and verbal communication in English


• Agent should be able to handle international customers calling in and understand US voice accents with at least two+ years in voice process


• Needs to have at least one to two years working experience on a reputed ITSM tool (Service now/ JIRA/ SolarWinds/Remedy, etc)


• Basic Business Etiquette


• Understanding of Incident Management processes in a large enterprise


• Relevant experience in contributing to first call resolution (FCR) MTTR, CSAT on Helpdesk calls ;


• Customer Centric approachExp - 2- 5 years

Job Responsibilities

• Ticket logging for all the issues and requests received


• Ensure standard helpdesk SLAs are adhered to - adhere to FCR


• Log tickets with correct priority and category


• Assign tickets to correct bins and follow up


• SPOC for taking all calls from IT users limited to scope of work


• Prioritize incidents/SR/CR via Helpdesk tool


• Relevant experience in working with cross functional teams