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IT Service Desk Representative
1 week ago
Job Description
The Service Desk Analyst II is responsible for delivering exceptional customer service and support through the online Service Desk ticketing system. This involves interacting with customers to provide and process information in response to inquiries, concerns, and requests about offered IT products and services.
Responsibilities
- Provide top-notch service and support to end-users using the online Service Desk ticketing system.
- Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more.
- Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and actions for processing it.
- Follow standard processes and procedures.
- Identify and escalate priority issues to appropriate teams and resources as applicable.
- Accurately process and record communication on the Service Desk ticket.
- Offer alternative solutions where appropriate to retain customers' and clients' business.
- Communicate effectively with team members to ensure seamless collaboration and progress on tickets.
- Maintain knowledge of system information, changes, and updates.
Requirements
- Minimum Bachelor's degree or HSC, Diploma with equivalent relevant experience.
- 3+ years of experience with 2 years of Phone or Email or chat support experience in IT Service Desk or Helpdesk or Technical Support or US customer support experience.
- Strong computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.
