Service Desk support specialist will independently manage all incoming customer calls, emails, electronic requests for service and I.T. ticket system queues. Provide timely resolution on tickets within designated Customer Service Level Agreement Performs first call resolution (FCR) for incidents globally and will reroute problem escalations on behalf of end-user to appropriate technical IT groups. Monitors, Tracks and reports case status to management and end-users.
Position requires technical knowledge and the ability to quickly identify diagnose and troubleshoot complex technical issues. Performance expects accurate logging of all ticket information. as well as the ability to prioritize and drive results with a high focus on quality. Candidates will be the primary single point of contact and must ensure full understanding of the details provided by end-user. Proper follow up and the ability to integrate and apply feedback in a professional manner. All communications and updates to end user are required in adherence to customer Service Level Agreement.
A+ and ITIL Certification/Training are required.
Proven communication skills in a professional Service Desk environment
Ability to support remote users via phone with remote management software.
Technical Skills: Windows OS knowledge, XP Pro and 2000 Pro, Windows7, Office and AD. 2007. Basic Networking, computer Hardware (Desktops, Laptops) Software Trouble shooting and installation knowledge. VPN connections, Outlook 2010, Lotus Domino, Active Directory, Microsoft Lync, SharePoint and support of Mobile devices including MDM.
Working Knowledge of Remedy, Heat, and Manage Engine, Service Now or other Service Desk ticketing systems.
Minimum of 3+ years experience as Help Desk or Support Center technician, , providing support for minimum 500 users. Requires support of remote users/locations and home office network configuration.
Experience in call management and call routing, utilizing Knowledge Base and documented ticket closures in a reportable format.
Understanding of Service Level Agreements, experience in handling escalations and Priority One incidents.
Past Experience in support of senior executives. Ability to coordinate with various IT teams in resolving incidents and completing service requests
Keyword: Service Desk, Help Desk, IT Tech Support Analyst
From: Zensar Technologies
Zensar Technologies - 17 months ago
Zensar Technologies is a global information technology services and business process outsourcer headquartered in Pune, India. It is a...