Global Infrastructure Support Specialist

2 days ago

Bengaluru Bangalore Pune, India beBeeServiceDesk Full time US$ 40,000 - US$ 80,000

International Service Desk Professional

We are seeking a highly skilled and customer-focused service desk executive to join our team. In this role, you will be the primary point of contact for end-users seeking IT help from around the globe, responsible for resolving infrastructure issues through various mediums like calls, web, chat, and service requests. Your excellent English communication skills will be crucial in logging, prioritizing, and resolving inquiries to ensure timely and effective support for our international clientele.

Key Responsibilities:

  • Open, log, prioritize, assign, and close calls recorded in the IT Service Desk (IT SD) system.
  • Ask the Customer End User for all relevant information concerning the call made or issue reported.
  • Attempt to resolve the defined inquiries during the initial contact (while on the telephone, web, or chat) to meet the agreed-upon Service Level for First Call Resolution.
  • Route inquiries to appropriate Resolver Groups when necessary.
  • Re-route misdirected calls to the correct department or team.
  • Escalate tickets that have not been resolved by the Service Desk, in accordance with established Customer escalation procedures.
  • Provide status and updates on tickets to authorized users.
  • Reopen existing tickets or create new ones for follow-up if the user indicates that the inquiry was not resolved to their satisfaction.
  • Make recommendations for updates to the Knowledge Base (KB) database to improve future resolutions.
  • Ensure strict adherence to all established policies and procedures.
  • Facilitate the closure of open calls upon successful resolution.

Requirements:

  • Prior Service Desk (SD) experience is mandatory.
  • Excellent English speaking skills are mandatory.
  • Proficiency in written English for chat and email communication.
  • Strong problem-solving and troubleshooting abilities for end-user infrastructure issues.
  • Ability to manage and prioritize multiple inquiries from various channels (calls, web, chat, service requests).
  • Experience with IT Service Desk logging and ticketing systems.
  • Customer-focused with a strong commitment to providing excellent international support.
  • Ability to follow established policies, procedures, and escalation protocols.
  • Proactive in identifying opportunities for knowledge base improvements.

Qualification:

  • Bachelor's degree or equivalent practical experience.

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