Senior Technical Support Specialist
14 hours ago
Job DescriptionDear Candidate,We have an opening for a Service Desk L2 Lead role. Please see the below job description and revert with your updated CV if you find it suitable.GRADE/ ROLE – As per relevant experience and qualifications. To be discussed during the interview.A key responsibility of this Analyst would be to handle L2 issues reported by end users and other Agency Service Desks / Help Desks, which may include:Receiving calls, emails, and web-tickets and creating Incident tickets or Service Request tickets, logging all pertinent information.Tracking and classifying incoming incidents or service requests, attempting initial solutions.Providing initial assessment of categorization and prioritization for reported Incidents and Service Requests and providing initial support, targeting a higher level of first contact resolution.Ensuring Incidents and Service Requests are properly escalated and assigned to appropriate support groups.Performing hierarchical escalation to Service Desk Management and Incident Management.Providing communication to end users concerning the status of Incidents, Service Requests and Changes.Compiling data through Incident entry that will be used for management information and reporting.Maintaining ownership of Incidents, ensuring status update and resolution according to SLAs.Providing input to Service Desk Management regarding Continuous Improvement opportunities.Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly.Required Skills and QualificationsThe ideal candidate should possess strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills.They should also have proficiency in ITIL and helpdesk software, as well as experience working in a similar role.BenefitsThis is a fantastic opportunity to work with a talented team and contribute to the success of our organization.We offer a competitive salary and benefits package, as well as opportunities for career growth and development.OthersWe look forward to receiving applications from qualified candidates.
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