Help Desk Specialist - Flojics Canda Team - (Alaxandria )

We are looking for Help Desk to be responsible for customer request scheduling and dispatch. Service is initiated by phone, portal, e-mail or internal resource, your role is to provide technical triage and information collection to start a service ticket. You would be responsible for ticket assignments and monitoring of ticket statuses via the ticketing system. You will be doing what it takes to provide excellent customer service.

An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. Act as the single point of contact to the customer for all types of service requests

Key Responsibilities:

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve customer service, perception, and satisfaction.
• Schedule internal and technical teams with regards to priority, service level and resource in our service system. Perform customer follow-up to verify the final resolution and determine satisfaction level.
• Understand overall service desk objectives, as well as the role and function of each team member.
• Assist admin team in providing reporting and metrics
• Performs other duties as assigned.