Service Desk L2

Job Description

Position Overview: To provide technical support & assistance to customers remotely. To ensure client satisfaction and ability to resolve customer issues at first contact. Must have good technical knowledge and an ability to communicate effectively to understand the problem, empathize and provide a solution at the earliest. To ensure user queries or issues are captured, validated, and triaged for further processing. To ensure various types of information or updates are communicated to users through appropriate channels. What you ll do as the ( L 2 Service Desk ) The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Serve as the first point of contact for customers seeking technical assistance through various channels like phone, chat & email. Experience in Core IT Support, Addressing Clients Worldwide Experience troubleshooting and configuring desktop hardware and associated peripherals. Experience In Multi-Factor Authentication & RSA SecurID Experience In Virtual Desktop Instances (Oracle / Citrix) Ability to work in a team environment and communicate effectively through chat systems (e.g. Microsoft teams, Skype) Experience in ServiceDesk Ticketing Tool - ServiceNow. Working knowledge of computer operating systems (Windows), hardware diagnosis/set up, and software installation/troubleshooting. Experience working in a fast-paced environment. Strong customer service experience. Excellent communication skills. Ability to perform tasks within SLA s. Receives and handles break-fix issues of VIP Users, following agreed procedures. Systematically interprets user problems and identifies solutions and possible side effects. Uses experience to address user problems and interrogates knowledgebase for potential solutions. Escalates complex or unresolved incidents. Records and tracks escalated issues from outset to conclusion. Maintains records, informs users about the process, and advises relevant stakeholders of actions taken, in case of escalated or priority tickets. Acts as the routine contact point, receiving and handling requests for support. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development or correction of KB s & Tech / Support documents. What you will bring to the team: Qualifications: Graduate in any discipline Certification - ITILv4 preferred. Experience: Exposure - Medium to large scale projects Experience - 4-5 years in IT Support To provide technical support & assistance to VIP / priority users remotely. To ensure client satisfaction and ability to resolve customer issues at first contact. Must have good technical knowledge and an ability to communicate effectively to understand the problem, empathize and provide a solution at the earliest. As an SME, support the L1 agents to resolve issues faster. Foster & guide Level 1 agents and provide necessary training as and when necessary.