
Helpdesk Support Specialist
5 days ago
Job Overview:
">We are seeking a skilled professional to fill the role of Service Desk Analyst. The ideal candidate will possess excellent communication skills and experience in providing international voice support.
">Key Responsibilities:
">- ">
- Maintain high efficiency in handling escalated calls from the first-level support team.">
- Resolve tickets within agreed service level agreements for volume and time.">
- Adhere to quality standards, regulatory requirements, and company policies.">
- Ensure positive customer experiences and meet defined resolution rates and average handling times.">
- Update worklogs and follow shift procedures for escalation processes and compliance.">
- Handle all queues efficiently and strive for case closure.">
Required Skills:
">- ">
- Excellent communication with international voice support experience.">
- Hands-on experience in resolving mobility-related application issues and desktop/general system problems.">
- Good experience in troubleshooting Outlook, VPN, Citrix, VDI-related issues.">
- In-depth knowledge of MS Office/Office 365.">
- Experience in telecom is an added advantage.">
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