Service Desk

Role & responsibilities Responsibilities 1. Handle incoming calls, emails and chat from the users. Some account may require working on rotational shift 2. Ability to comprehend end users from International locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Contributing to Knowledge Base with new articles 6. Taking a remote of an end users machine if required while troubleshooting 7. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support 8. Monitoring the status and documenting the progress towards resolution of all open tickets 9. Keeping affected users informed about the progress. 10. Escalating the process if necessary 11. Resolution confirmation and closure of tickets within the SLA 12. Attend trainings and complete certifications for set competencies Preferred candidate profile 1. Good verbal & written communication skills 2. Time management 3.. Ability to collaborate and work in a team 4. Basic understanding of ITIL 5. Decision making 6. Problem solving 7. Planning, organizing & prioritizing 8. Active listening skills