Help Desk’s primary responsibility will be to provide first level support to the customer who
visit Vianet Service Centre the Help Desk is assigned to. Furthermore, Help Desk is also
required to handle Front Desk duties such as payment collection, assisting in account issues,
sales, inactive customer follow-up and L1 phone support duties such as resolving tickets raised
through phone support.
Customer Service:
 Engaging in active listening with customers, confirming or clarifying information and
diffusing angry clients, as needed.
 To register the ticket on proper support ticket heading.
 Providing customers with the organization’s service, product, and features information.
 Making sales or recommendations for products or services that may better suit client
needs.
 Renewing packages, collecting payment providing bill to customers.
 Handling accounts and billing issues for customers.
 Engage in inactive customer follow-up when required.
 Taking part in training and other learning opportunities to expand knowledge.
 Provide effective resolutions to all the escalated issues.
 Empathize with the customer and build the rapport.
 Correct escalation to upstream and downstream department
 Adhering to all company policies and procedures.
Technical :
 Troubleshoot internet and IPTV issues including on all consumer devices and
recommend resolutions to ensure better customer services.
 Troubleshoot and explain Wi-Fi issues to customers
 Router Configuration
 Update firmware on consumer devices
 Correct escalation to upstream and downstream department
 Coordinate with customers and the relevant departments of Vianet in order to schedule
field visit at customer premises where required
 Follow up to customers to evaluate service deliver