Job Description

• Act as a single point of contact for all modes of support such as phone calls,
• Knowledge of Service queue, call queue, chat and ticket queue monitoring experience is preferred.
• chat, web portal and emails from customers regarding their IT issues and queries
• Basic and intermediate level of understanding related to Incident, Service Requests, Work Orders, Major Incidents, Change Request, Knowledge Articles, Knowledge Base, Problem Management, Problem Record and Priority/Severity types response/resolution timelines, CMDB, CIs etc.
• Basic knowledge of Word, Excel, Outlook, PowerPoint, Visio & Project
• Escalate unresolved calls to the appropriate support groups as per defined matrix and chase them until closure
• Communicate progress on Incidents and Service Requests in a timely manner back to the management
• To maintain a high-degree of customer service for all support queries and adhere to all ITIL & ITSM principles
• Provide stats for the daily/weekly/monthly Service Desk report on call trends and other analysis
• Publishing support documentation to assist staff with requests for information & provide staff training if required

Demonstrated Experience

• Excellent English communication skills (written and verbal) and telephone call-handling etiquette.
• 1 to 2 years previous IT Service Desk experience required
• Incident Management experience (Managing incidents including business expectations and communication)
• Knowledge of Service queue, call queue and ticket queue monitoring experience is preferred.
• Minimum Education: Graduate in Engineering or Science

Behavioural Attributes

• Strong communication skills, both verbal and written (English language)
• Work well in team environments and be self-motivated/self-starter
• Strong listening skills and ability to innovate and brainstorm around business ideas and needs
• A self-motivated achiever who gains satisfaction from providing excellent customer service
• Flexibility to support migration issues on the go, without supervision, deal with ambiguity, self-motivated and results-driven in a 24*7 environment
• Able to derive results in an ambiguous setting and accomplish results in line with business needs

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