Service Desk L2

To provide technical support & assistance to customers remotely, ensure client satisfaction, and resolve customer issues at first contact. The role requires good technical knowledge and effective communication skills.

Requirements

• Experience in Core IT Support, Addressing Clients Worldwide
• Experience troubleshooting and configuring desktop hardware and associated peripherals
• Experience In Multi-Factor Authentication & RSA SecurID
• Experience In Virtual Desktop Instances (Oracle / Citrix)
• Ability to work in a team environment and communicate effectively through chat systems (e.g. Microsoft teams, Skype)
• Experience in ServiceDesk Ticketing Tool – ServiceNow
• Working knowledge of computer operating systems (Windows), hardware diagnosis/set up, and software installation/troubleshooting
• Experience working in a fast-paced environment
• Strong customer service experience
• Excellent communication skills
• Ability to perform tasks within SLA’s
• Receives and handles break-fix issues of VIP Users, following agreed procedures
• Systematically interprets user problems and identifies solutions and possible side effects
• Uses experience to address user problems and interrogates knowledgebase for potential solutions
• Escalates complex or unresolved incidents
• Records and tracks escalated issues from outset to conclusion
• Maintains records, informs users about the process, and advises relevant stakeholders of actions taken, in case of escalated or priority tickets
• Acts as the routine contact point, receiving and handling requests for support
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate
• Assists with the development or correction of KB’s & Tech / Support documents

Benefits

• Medical Insurance Coverage
• Group Term Life
• Personal Accident Cover
• Flexible leave policy