Tasks / Performance TargetsField/Tasks
" Provide first-level support to the customer in relation to IT requests and incidents including software and hardware-related issues not limited to desktops (support involves mobile com-puters and other mobile devices).
" Assist users over the telephone, through e-mail, voice mail, chat, over the web interface, and other channels customers reach out to Service Desk seeking IT support.
" Identify and solve software and hardware problems by giving step-by-step instructions.
" Provide advanced support to customers PC using remote control tool.
" Effectively communicate with other team members, 2nd and 3rd Level technical teams, and end-users to provide and process information in response to Incidents, Service Requests, queries, escalations, and reach SLAs.
" Handle and document all incoming requests or incidents within the contractually agreed timeframes in the IT Service Management tool. Own the ticket throughout its life cycle and en-sure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to the appropriate IT team: Network, Server, Application, or other Support teams, and ensure cases timely resolution.
" Log all contacts in the helpdesk tracking database or tool simultaneously while handling the call
" Instruct users on usage of application systems.
" Recommend procedure modifications and improvementsKnowledge Management
" Learn and implement new technologies, tools, processes, and policies.
" Document new technical solutions in the knowledge base, suggest improvements to the exist-ing ones and facilitate knowledge transfer when needed.
" Document and share best practices and lessons learned with other colleagues.
" Attend all training sessions as per the training planQuality Management, Policies, and Procedures
" Understand quality requirements and aspects of the account and work according to those regu-lations reaching outlined Key Performance Indicators.
" Ensure a high level of customer satisfaction.
" Learn and adhere to Client and customers' policies and procedures.Other Tasks and Responsibilities
" Actively participate and share ideas in team meetings and individual feedback sessions.
" Perform any other task given by the supervisor which belongs to the scope of this position by its nature and where an associates experience or associates education meets the require-ments to perform the task in question.
Essential Skills:
" Background in Information Technology, Computer Science, or equivalent
" 2+ years of Technical Support, Help Desk, Customer Service experience of equivalent in multiple channels
" Knowledge of Active Directory, Office 365, and ITIL
" Knowledge of service desk software such as ticketing and remote-control tool (ServiceNow, Microsoft Teams, Bomgar)
" Certification related to ITIL v3 is a plus
" Critical thinking, excellent analytical and problem-solving skills.