International Technical Support / Service Desk

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 :

Graduate.

Skills Required

Incident Management, Service Desk, Customer Support, Escalation Management, Problem Diagnosis