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Service Desk Specialist

Service Desk Specialist

CBTSAhmedabad, IN
4 days ago
Job description

Job Title : Service Desk Agent Level 2

Job Purpose :

The Service Desk Agent Level 2 provides in-depth technical support and serves as an escalation point for Level 1 agents. This role requires problem-solving expertise and knowledge-sharing to enhance team efficiency while ensuring incidents and service requests are resolved within SLAs.

Essential Functions :

  • Serve as an escalation point for Level 1 agents on complex technical issues.
  • Troubleshoot and resolve incidents related to networking, VoIP, Microsoft applications, and business systems.
  • Document and track detailed ticket activities until resolution.
  • Collaborate with teams to diagnose and resolve recurring technical issues.
  • Create knowledge base entries for repeatable solutions.
  • Make outbound calls to customers as part of incident resolution.
  • Monitor system alerts and proactively address potential issues.

Education & Certifications :

  • High School diploma required.
  • ITIL Foundations Certification is required.
  • CompTIA Net+, CCENT preferred.
  • CCNA desired.

    • Experience :

  • 3+ years of experience in a Service Desk or technical support environment.

    • Special Knowledge, Skills, and Abilities :

  • Strong understanding of networking fundamentals, Windows OS, and Office applications.
  • Excellent customer service, communication, and conflict resolution skills.
  • Experience with ServiceNow or similar ITSM platforms.
  • Ability to work independently and remotely when required.
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    Service Desk Specialist • Ahmedabad, IN

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