Service Desk Specialist

Found in: Talent IN 2A C2 - 3 weeks ago

Patna, India Pacific Consulting Full time

Responsibilities

  • Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
  • Respond to questions from all emails and callers.
  • Become familiar with each client and their respective applications.
  • Learn fundamental operations of commonly used software, hardware, and other equipment.
  • Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
  • Become familiar with helpdesk policies and services.
  • Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.
  • Other duties as assigned by the Service Manager.


EXPERIENCE/KNOWLEDGE & SKILLS

  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on listening and questioning skills. Fluent English.
  • Support for computer hardware and any authorized desktop software
  • Responsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal service client, personal computers (PC), or notebooks that have authorized access to the network
  • When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members
  • Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end-user issues
  • Prioritize and schedule problems. Escalate the problem (when required) to the appropriately experienced technician
  • Perform post-resolution follow-ups to help requests

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