Service Desk

Assignment Description Answer phone calls from end users and resolve incidents.Register and track all incoming incidents and questions in a Case Management Tool.Close in-call or escalate cases where necessary and follow up on open cases.Troubleshoot technical issues using personal skills, knowledge base, vendor literature and communication with team members.Work with the other Helpdesk Front technicians and other support personnel to meet Global KPI requirements.Office Phone Support – remote support of office end users (Windows, MS Office, Outlook, Passwords, Virtual Collaboration Tools, Print, other COTS applicators) Support Authorization issues (password issues, account lockouts)Assigned to English delivery depending on the volume demandOther duties as assigned by management.Job Service Desk Analyst Primary Skill Domain Service Desk Specify mandatory Skills Excellent Customer service skills.Excellent written and oral communication skills in required languages.Microsoft environment knowledgeWindows 7 knowledgeUnderstanding of networking principalsAnalytical ability to troubleshoot complex incidentsLanguage: English proficiency Required relevant experience estimated in years 1 year Language requirement English (1.) To maintain high login Efficiency (Availability) for customers (2.) To resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases (5.) To update worklogs and follow shiftor escalation process and process compliance (6.) Work on value adding activities such Knowledge base update and self-development Job type: Contract Division: eTeam Workforce Limited Reference: 22-01403