Service Desk Specialist

7 days ago


Bengaluru, Karnataka, India White Force Group Full time
Job Title: Service Desk Analyst

Job Summary:

We are seeking a highly skilled Service Desk Analyst to join our team at White Force Group. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:

  • Ticket Management:
    • Log, categorize, and prioritize support requests from clients using a ticketing system.
    • Troubleshoot and resolve first-line technical issues, with a focus on CMS-related problems.
    • Escalate more complex issues to the appropriate internal teams, ensuring clear documentation and communication.
    • Follow defined escalation paths for timely resolution of high-priority incidents.
  • Client Support:
    • Provide effective first-line support to clients, offering guidance on product usage, troubleshooting system errors, and resolving connectivity issues.
    • Focus on supporting our Content Management System (CMS) while also addressing issues across other products.
    • Communicate solutions to clients clearly, ensuring they understand the resolution process and any next steps required.
  • Internal Collaboration:
    • Work closely with internal engineers and second/third-line support teams to escalate issues that require in-depth troubleshooting or advanced knowledge.
    • Collaborate with product and engineering teams to gather information on product updates, bug fixes, and new features that may impact client support.
  • Knowledgebase Management:
    • Update and expand the internal knowledgebase, ensuring it includes the latest troubleshooting steps, solutions, and product documentation.
    • Share knowledge with both clients and internal teams to promote self-service and improve overall efficiency.
  • Server Maintenance:
    • Perform routine server maintenance tasks, such as backups, system monitoring, and updates.
    • Identify potential server issues early and escalate as necessary to prevent service interruptions.
  • Communication & Reporting:
    • Provide regular status updates to clients on the progress of their issues, setting clear expectations for resolution timelines.
    • Report on common technical issues and recurring problems to help improve the support process and product stability.

Requirements:

2+ years of experience in a similar role.

6 Lpa CTC.



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