L2 Technical Support Specialist

4 days ago

bhavnagar, India beBeeTechnical Full time

We are seeking a skilled L2 Help Desk Specialist to join our team.As an L2 Help Desk Specialist, you will play a crucial role in providing high-quality support to end-users and other Agency Service Desks/Help Desks.You will be responsible for handling complex technical issues, escalating them when necessary, and collaborating with internal and external teams to resolve incidents efficiently. Receive calls, emails, and web-tickets from end-users and create incident tickets or service request tickets, documenting all relevant information. Track and classify incoming incidents or service requests, attempting initial solutions. Provide initial assessments of categorization and prioritization for reported incidents and service requests, offering initial support to achieve higher first-contact resolution rates. Ensure incidents and service requests are properly escalated and assigned to the appropriate support groups. Perform hierarchical escalation to management levels when necessary. Communicate effectively with end-users regarding the status of incidents, service requests, and changes. Compile data through incident entry for management reporting purposes. Maintain ownership of incidents, ensuring timely updates and resolutions according to established SLAs. Contribute insights to management on opportunities for continuous improvement.RequirementsTo succeed in this role, you should have:Excellent communication and problem-solving skills.Ability to work under pressure and manage multiple tasks simultaneously.Familiarity with IT service management processes and tools.Strong analytical and troubleshooting skills.A proactive approach to resolving issues and improving processes.What We OfferWe offer a dynamic work environment, opportunities for growth and development, and a competitive compensation package.In return for your expertise and dedication, we can provide:A challenging and rewarding career path.Ongoing training and professional development opportunities.A collaborative and supportive team environment.

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