Service Desk - Voice Support

Role & Responsibilities:

• The IT Service Desk provides 1st level and 2nd line support via the telephone, using remote desktop tools or should the need arise attendance to users place of work support to all client users and is the single point of contact for all users.
• The Service Desk is responsible for ensuring that all incidents reported are categorized and allocated efficiently and correctly.
• The Service Desk liaises with the Desktop Services, Technical Services and application Service teams to ensure any incidents that cannot be resolved at the 1st level are appropriately escalated.
• Ensure all calls are logged in the Service Desk logging system
• As required, provide first-line support for end users seeking assistance with IT and Business service issues via phone, email and chat.
• As required, provide resolution for customer to appropriate personnel, and provides incident status updates to end-users.
• As required, respond promptly and accurately to customer complaints, inquiries and requests for information and coordinate appropriate follow-up.
• SLA Management

Required Skills:

• At least 3 years of basic infrastructure knowledge and ITSM/ITIL
• Experience in the domain of voice technical support/ Service Desk is must
• Knowledge in International service delivery standards such as ITIL, eSCM or CMMi
• Excellent verbal & written communication - Interpersonal skills
• Must be familiar with Microsoft technologies and windows environment
• Smartphone/Desktop and Laptop hardware/software troubleshooting.
• Office utility tools, antivirus tools, personal firewall tools or Network or other business productivity tools troubleshooting