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.