Help Desk Specialist

Role Overview: As a Service Desk L1 / L2, you will be responsible for providing support to customers via incoming calls and emails in a professional and courteous manner. Your main duties will include determining the best solutions based on customer issues, managing tickets efficiently, and escalating issues to the appropriate teams. Additionally, you will be required to communicate outage information to stakeholders, provide accurate information on IT products and services, and ensure compliance with client requirements. Key Responsibilities: - Proficiency in English (written & spoken). - Dealing with incoming calls in a professional, courteous manner over the phone and via email. - Determining the best solution based on the issue and details provided by customers. - Taking ownership of tickets and managing them in a logical and methodical manner. - Highlighting and communicating major/scheduled service outage information to relevant stakeholders and following up with L2 support team until closure. - Identifying and escalating repetitive issues or service risks to the service management teams. - Ensuring end-to-end response/workflow of all incidents and service requests from the service desk standpoint. - Providing accurate information on IT products or services and suggesting possible improvements on procedures. - Coordinating with respective Global IT stakeholders and following up on tickets until closure. - Motivating and encouraging teammates through positive communication and feedback. - Diagnosing and resolving issues to customers' satisfaction and sharing knowledge with the team. - Updating and reporting on project performance through daily and monthly reports. - Ensuring compliance with client requirements and adhering to Customer Policies & Procedures. - Conducting regular data analysis and reporting as per client's requirements. Role Overview: As a Service Desk L1 / L2, you will be responsible for providing support to customers via incoming calls and emails in a professional and courteous manner. Your main duties will include determining the best solutions based on customer issues, managing tickets efficiently, and escalating issues to the appropriate teams. Additionally, you will be required to communicate outage information to stakeholders, provide accurate information on IT products and services, and ensure compliance with client requirements. Key Responsibilities: - Proficiency in English (written & spoken). - Dealing with incoming calls in a professional, courteous manner over the phone and via email. - Determining the best solution based on the issue and details provided by customers. - Taking ownership of tickets and managing them in a logical and methodical manner. - Highlighting and communicating major/scheduled service outage information to relevant stakeholders and following up with L2 support team until closure. - Identifying and escalating repetitive issues or service risks to the service management teams. - Ensuring end-to-end response/workflow of all incidents and service requests from the service desk standpoint. - Providing accurate information on IT products or services and suggesting possible improvements on procedures. - Coordinating with respective Global IT stakeholders and following up on tickets until closure. - Motivating and encouraging teammates through positive communication and feedback. - Diagnosing and resolving issues to customers' satisfaction and sharing knowledge with the team. - Updating and reporting on project performance through daily and monthly reports. - Ensuring compliance with client requirements and adhering to Customer Policies & Procedures. - Conducting regular data analysis and reporting as per client's requirements.