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7 days ago
The role of the Service Desk Support Specialist revolves around delivering exceptional support to international customers, facilitating seamless voice and non-voice interactions.
Main Responsibilities:
- Resolve technical issues related to mobility applications, desktop systems, and general system problems with efficiency.
- Provide in-depth support for Microsoft Office and Office 365 products, ensuring high-quality solutions.
- Collaborate with the Level 1 team to maintain optimal handling efficiency of escalated calls.
- Adhere to quality standards, regulatory requirements, and organizational policies to guarantee positive customer experiences.
- Evaluate and improve resolution rates and average handling times to enhance overall customer satisfaction.
Key Skills and Qualifications:
- Excellent communication skills, with experience in international voice support, driving successful outcomes.
- Hands-on experience in troubleshooting Outlook, VPN, Citrix, and VDI-related issues, with a focus on resolving complex problems efficiently.
- Strong knowledge of MS office and O365 products, enabling effective support and issue resolution.
- Experience in telecom is an added advantage, enhancing problem-solving capabilities.
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