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Job Description
- Perform IT end user support.
- First-line investigation and diagnosis
- Resolving incidents and service requests
- Escalating incidents and service requests
- Communicating progress to the users
- Closing resolved incidents, service requests and all other calls
- Provide remote technical support over the phone.
- Conducting user satisfaction surveys
- Follow standard Service Desk operating policies & procedures.
Job Requirements
- ITIL foundation V3 certified or hands on experience will be preferred.
- Previous experience with ITSM tools will be a plus.
- Follow up, and reporting skills.
- Analytical thinking.
- Problem Process activities, methods and techniques
- Problem detection \ Logging \ Prioritization \investigation and diagnosis
- Active Listening
- Verbal Communications
- Team work skills
- Quick learner.
- Highly Active
- Good problem solving.
- Professional demeanor, previous customer service experience strongly desired.
- Ensuring a high level of customer satisfaction
