02 Aug
Service Desk Associate/ Manager (FTE Onsite)
Vacancy expired!
- As a Service Desk, you will be responsible for providing the initial assessment, triage, research and resolution of basic incidents and requests. You will also be responsible for hardware / software / network problem diagnosis / resolution via telephone/email/chat.
- This person may also be responsible to administer and provide user account provisioning. Use of the Incident management system to document and manage problems and work requests and document their respective resolutions.
- The Service Desk associate is responsible for answering calls, maintaining quality, meeting SLAs, acting as an escalation point and ensuring a successful Service Desk Operation.
- Bachelor's Degree in Information Technology or related field.
- Any entry level Microsoft Certification Network + certification are a definite plus
- 2-5 years of work experience in a Call Center/Service Desk.
- Minimum of 2 yrs.' experience in a team environment.
- Serve as first point of contact for customers seeking technical assistance by self-service portal, email or telephone.
- Create incidents and service requests on behalf of clients when needed.
- Set the priority for resolving incidents based on impact and urgency.
- Investigating and diagnosing incidents and researching solutions.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Be responsible for updating service requests
- Escalate unresolved issues to the next level of support personnel.
- Identify, recommend and suggest possible improvements on procedures.
Vacancy expired!