Senior Service Desk Representative

Description

Provides proactive user helpdesk services to inbound customer service requests. Diagnoses and resolves hardware and software issues performs software distribution creates and updates tickets to reflect changes and works with customers to ensure appropriate levels of engagement and communication. Uses available tools and resources including remote tools to accomplish tasks.

Responsibilities

• Receives incident / service requests from call acceptance and / or level 1 agents and from atomized incidents.

Provides technical support to address more complex / difficult service issues.

Performs technical analysis of specific incidents and service requests including check of ticket history.

Leverages the corporate knowledge base log files and journal data to analyze failures and guide customers through incident resolutions steps including through remote access of the customer environment.

When remote resolution is unsuccessful provides information including spare part recommendations to assist field service technicians with onsite service provision.

Gathers recurring / systemic failure information and develops reports for management.

Provides hardware and software training and advice for less experienced team members.

Qualifications

Required Qualifications

Education or equivalent work experience required.

Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Service Desk Support.

Good local / clients language skills (Written and spoken) as well as business English skills (Written and spoken) required.

Required Experience :

Senior IC

Key Skills

Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking

Employment Type : Full-Time

Experience : years

Vacancy : 1