Customer Service Specialist
2 weeks ago
Dear CandidateWe have an exciting opportunity for a Service Desk Lead to join our team.The ideal candidate will be responsible for handling L2 issues reported with the Apps & Infra Helpdesk, which may include:Receiving calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and creating Incident tickets or Service Request tickets, logging all pertinent InformationTracking and classifying incoming incidents or service requests, attempting initial solutionsProviding initial assessment of categorization and prioritization for reported Incidents and Service Requests and providing initial support, targeting a higher level of first contact resolutionEnsuring Incidents and Service Requests are properly escalated and assigned to appropriate support groupsPerforming hierarchical escalation to Service Desk Management and Incident ManagementProviding communication 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 opportunitiesThis is a great opportunity for a motivated and organized individual to take on new challenges and grow in their career.Key responsibilities include:Resolving technical issues and escalating when necessaryManaging multiple priorities and deadlinesCollaborating with internal teams to resolve complex issuesProviding excellent customer service and communication skillsRequirements:Strong problem-solving and analytical skillsExcellent communication and interpersonal skillsAbility to work in a fast-paced environment and prioritize tasks effectivelyExperience working with helpdesk software and toolsWhat We Offer:A competitive salary and benefits packageOngoing training and development opportunitiesA dynamic and supportive work environmentHow to Apply:If you are a motivated and organized individual who is passionate about delivering exceptional customer service, please submit your application today
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