Service Desk

1. Experience on Incident and Task management tool like Remedy or Service-Now.

2. Excellent verbal and written communication skills including the ability to author and present materials ranging from detailed technical specifications to high-level presentations.

3. Experience in handling customer and severity cases.

4. Ability to produce RCA for major and critical cases.

5. Team handling and conflict management skills.

6. Work on Change management Process.

7. Strong analytical and conceptual skills with experience in collaboration technologies and architecture.

8. Participates in management of customer satisfaction, best practices and benchmarking, Outputs and deliverables.

9. Participates in setting strategic directions, provides leadership to extend the organization's ability to optimize use of technologies and resources.

10. Developing automated procedures and technical documentation to utilize in the implementation and maintenance processes (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: 22-03963