Service Desk Specialist
7 days ago
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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