Help Desk Specialist

Job Description

Job Description – Service Desk L1 / L2

• Proficiency in English (written & spoken).
• Dealing with incoming calls in a professional, courteous manner over the phone and via email
• Determining the best solution based on the issue and details provided by customers
• Taking ownership of tickets and managing them in a logical and methodical manner
• Highlight/communicate the Major/scheduled service outage related information to relevant stakeholders & responsible for doing a follow up with L2 support team un l closer.
• Identify and escalate repetitive issues or services risks to the service management teams
• For the Service-desk standpoint, ensure end to end response/workflow of all incident & service requests.
• Provide accurate information on IT products or services. Identify and suggest possible improvements on procedures.
• Coordination with respective Global IT stakeholders and do follow up on the ticket till closure.
• Motivate and encourage the teammates through positive communication and feedback.
• Diagnosing and resolving issues to the customers satisfaction and sharing knowledge with the team.
• Updates and reports on project performance: daily and monthly reports.
• Ensure compliance to Client requirements and adhere to Customer Policies & Procedures.
• Regular data analysis and reporting as per client's requirement.