Service Desk Technician

A global IT services and digital solutions provider is in search of a Service Desk Technician

Your responsibilities will include:

Monitoring and Incident Management:

• Observe and report Incidents within SLA (Service Level Agreement).
• Follow the escalation process for critical incidents.
• Be attentive and vigilant in observing incidents through various monitoring tools.
• Handle multiple support tickets simultaneously.
• Provide Desktop Support and Helpdesk Support.

Customer Service:

• Answer phone calls from customers professionally and respond to inquiries and complaints.
• Research required information using available resources.
• Handle and resolve customer complaints, from product sales to service problems.
• Provide customers with the organization's service and product information.
• Process forms, orders, and applications requested by customers.
• Identify and escalate priority issues, reporting to high-level management.
• Route inbound calls to appropriate resources.
• Follow up on complicated customer calls as required.
• Complete call notes and reports, updating them in the CRM (Customer Relationship Management) system.
• Obtain and evaluate all relevant data to handle complaints and inquiries.
• Record details of comments, inquiries, complaints, and actions taken.
• Manage administration, communicate, and coordinate with internal departments.
• Other duties as assigned.

What You Will Need to Succeed:

• 2 years experience of call-based support.
• Good email etiquette, with knowledge of using Outlook.
• Knowledge of IT environment support (Desktops, Laptops, Printers).
• Handle IT Incidents and Tickets.
• Adequate customer handling skills over the phone and onsite.
• Experience in IT support desk tools will be an added advantage.
• Troubleshoot IT environment remotely with software.
• Basic understanding of how enterprise IT, Windows, and Linux environments work.
• Observe and alert threshold violations.