Resolve End Users infrastructure issues when they seek help from the IT help desk through various mediums like calls, chat, and Service Requests.
Roles and Responsibilities:
- Incident Management: Handle and resolve technical issues, service interruptions, or customer complaints promptly to minimize downtime and disruptions for clients.
- Ticketing System Management: Create, manage, and track service requests or incidents in the ticketing system, ensuring timely responses and resolutions.
- Customer Support: Provide first-line support for clients or end-users through multiple channels (phone, email, chat), ensuring accurate solutions and professional service.
- Problem Diagnosis: Identify the root cause of issues reported by customers and provide effective solutions or escalate to higher-level support teams when necessary.
- Service Level Agreement (SLA) Compliance: Ensure all service requests are handled within agreed-upon SLAs, maintaining response and resolution times.
- Knowledge Management: Maintain and update knowledge base articles, troubleshooting guides, and FAQs to assist both customers and agents in resolving common issues.
- Escalation Management: Escalate unresolved or complex issues to the appropriate tier of support or specialized teams, ensuring efficient issue resolution.
- Monitoring and Reporting: Monitor system performance, incident trends, and ticket progress, and generate reports for continuous service improvement.
- Customer Satisfaction Focus: Ensure positive customer experiences by resolving queries efficiently and providing quality service at all stages of the support process.
- Service Continuity: Actively participate in activities ensuring consistent service availability and quick recovery from service disruptions or outages.
Skills Requirement:
- Prior Service Desk (SD) experience is mandatory.
- Excellent English speaking skills are mandatory.
- Strong troubleshooting and problem-solving abilities for infrastructure issues.
- Proficiency in using ticketing systems for incident and service request management.
- Ability to provide customer support across multiple channels (phone, email, chat).
- Understanding of SLA compliance and commitment to meeting targets.
- Experience in knowledge management and creating documentation.
- Strong communication and interpersonal skills for effective escalation and collaboration.
- Ability to monitor system performance and generate reports.
- Customer-focused with a strong commitment to satisfaction.
- Understanding of service continuity principles.
QUALIFICATION:
