Service Desk Agent Job Vacancy in McAfee Enterprise Bengaluru, Karnataka – Latest Jobs in Bengaluru, Karnataka

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Full Details :
Company Name : McAfee Enterprise
Location : Bengaluru, Karnataka
Position : Service Desk Agent

Job Description : Job Title:
Service Desk Agent
Role Overview:
The Service Desk Agent serves as the first point of contact for our customers to handle requests and incidents in a friendly and professional manner. This position works within a team and closely follows company policies and procedures.
Company Overview:
Trellix is a global company redefining the future of cybersecurity. The company’s open and native extended detection and response (XDR) platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix’s security experts, along with an extensive partner ecosystem, accelerate technology innovation through machine learning and automation to empower over 40,000 business and government customers. More at https://trellix.com.
Respond to requests for assistance received via email, or by phone to support our clients, internal users, and vendors, aligned with our Service Level Agreement Standards.
Deliver great customer experiences by meeting or exceed expectations around processing phone calls; includes but not limited to: Speed to Answer, Calls Abandoned, Hold Times, Handle Times.
Leverage knowledge articles to effectively and accurately process requests.
Respond to auto-generated alerts and create tickets.
Perform initial analysis of requests, assess urgency level, and properly route to responsible group or party.
Escalate priority issues based on urgency levels, impact to users, and customer satisfaction
Complete warm hand offs to Support, Help Desk Agents, and Supervisors following established processes for customers utilizing documented processes.
Assist in follow ups with customers and internal team to help closeout tickets.
Support access control procedures for visitors, vendors, and staff as needed.
Monitor various Infrastructure, Data Center and Facility equipment.
Create department and team reporting as needed.
Receive, store, log, and track company, vendor, or client products and/or systems.
The incumbent may be asked to perform other duties as apparent or assigned.
Company Benefits and Perks:
We work hard to embrace diversity and inclusion and encourage everyone at Trellix to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
Pension and Retirement Plans
Medical, Dental and Vision Coverage
Paid Time Off
Paid Parental Leave
Support for Community Involvement
We’re serious about our commitment to diversity which is why Trellix prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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