Service Desk Specialist-Polish SD

6 days ago


bangalore, India Datacore Technologies Full time

Detailed JD:MultilingualPolish4-6 Years of experience in IT Service Desk Operations Able to take ownership of team responsibilities when needed and making sure that the deadlines are met Keen and ready to learn new concepts and design solutions for the toughest of problems Can demonstrate ability to deliver excellent quality of work selflearn and work under pressure.Good customer service skillsGood understanding of Service Desk operationsExcellent communication and interpersonal skillsKnowledge on Incident Service Request ManagementStrong analytical skillsPast experience working in 24X7 support modelsQuick learner selfmotivated highly organized dedicated and optimisticCertification on ITIL v3 foundation will be an added value however not mandatory.Work Experience:Log all incidents and requests in the ITSM toolAddresses and resolves basic Incidents and Service RequestsEngages other support teams or resources as when appropriate to resolve ticketsUse appropriate CTI classification for incidents and requestsCreate a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updatesAct as a single point of contact for the end users customersAdhere to the documented policies and proceduresMaintain confidentiality with regards to client customer information adhere to the NDA guidelinesHands on experience on ITSM tools like ServiceNow in an added advantageExcellent technical knowledge on Windows 7Windows 10 Mac OS X printers Remote Access Management tools and Office applicationsAbility to paraphrase and trouble shoot issuesIdentify major incidents and invoke the major incident management processStrict adherence to meeting all the agreed SLAs and KPIsIdentify new issues and contribute to Knowledge Base development



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