Level 2 Support Specialist

1 week ago

Jamnagar, India beBeeSupport Full time

Dear Candidate,We have an exciting opportunity for a Service Desk Lead role.JOB DESCRIPTION:The successful candidate will be responsible for handling level 2 issues reported with the Apps & Infra Helpdesk, including:Receiving calls, emails and web-tickets from end users and other Agency Service Desks / Help Desks, and creating Incident tickets or Service Request ticketsTracking and classifying incoming incidents or service requests, attempting initial solutionsProviding initial assessment of categorization and prioritization for reported Incidents and Service RequestsEnsuring Incidents and Service Requests are properly escalated and assigned to appropriate support groupsPerforming hierarchical escalation to Service Desk Management and Incident ManagementCommunicating to end users concerning the status of Incidents, Service Requests and ChangesCompiling data through Incident entry that will be used for management information and reportingMaintaining ownership of Incidents, ensuring status update and resolution according to SLAsProviding input to Service Desk Management regarding Continuous Improvement opportunitiesRequired Skills and Qualifications:The ideal candidate should possess excellent communication and problem-solving skills, with experience in incident management and team leadership.Benefits:Competitive salary and benefits package, opportunities for career growth and professional development.

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