Technical Support Specialist

3 days ago

Remote, India beBeeserviceDesk Full time

Job Description:

We are seeking a highly skilled and proactive Service Desk Analyst to join our team. The ideal candidate will be customer-focused, possess strong diagnostic abilities, and excel at prioritizing tasks and communicating effectively.

Main Responsibilities:

  • Support the Service Delivery Manager by taking responsibility for the day-to-day operations of managing incidents and service request tickets.
  • Handle tickets raised by external customers, as well as tickets raised by internal employees and systems, from creation through assignment to closure.
  • Perform diagnostics of tickets and their status by client and other criteria.
  • Assign tickets to support resources based on client, ticket type, ticket priority, and assigned support resources.
  • Provide customer-focused 1st line support as part of a team, aiming to resolve issues at the first point of contact.
  • Provide ticket analysis, reporting, and follow-up based on Service Level Agreements (ticket response and resolution times).
  • Prepare Client Service Reports in line with agreed formats.
  • Collate internal KPI metrics in line with agreed formats.
  • Support the Service Delivery Manager and/or PMO in the execution of their tasks.
  • Support project teams with ad hoc tasks to enable smooth support delivery.

Key Skills and Qualifications:

  • Prior Service Desk Experience: You understand and have previously performed basic Service Desk Administrative/Analyst tasks.
  • Command Authority Naturally: You can enlist the help of others effectively, are optimistic, and are viewed favorably by organizations.
  • Possess Quick-Shifting Abilities: You know what to note and what to ignore, focusing on essential data.
  • Set, Observe, and Re-evaluate Priorities Frequently: You focus and prioritize by constantly ranking tasks and limiting data input.
  • Ask Good Questions and Listen to Stakeholders: You care about communication, the opinions of involved parties, and are self-aware of how your communication is received.
  • Do Not Use Information as a Weapon or Means of Control: You communicate clearly, completely, and concisely, sharing real information without fear.

Benefits:

This role offers a challenging and rewarding work environment, where you will have the opportunity to develop your skills and expertise in service desk management. You will be working as part of a team, and will be supported by experienced colleagues who are passionate about delivering exceptional customer service.

What We Offer:

We offer a competitive salary and benefits package, including access to ongoing training and development opportunities. You will also have the opportunity to work on a range of exciting projects, and will be encouraged to take ownership of your work and contribute to the growth and success of our organization.

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