Service Desk Executive
12 minutes ago
You will be the Service Desk Executive acting as a member of the Service Desk Team of 3 or more people. You will participate in organizing support for users of In-house software and desktop hardware requests. You will be part of the Quality Assurance Service, reporting to QA Leader as part of the Technical Team of Finquest.
The main task is to assure with your teams the best level of user productivity and offer day-to-day Helpdesk Support in time with the best efficiency. This includes:
- Managing the daily work for the helpdesk team
- Monitoring users' requests
- Giving the feedback reports on the central Helpdesk KPI
- Organize the efficient troubleshooting and resolving of technical issues or escalate in time
- Assure the respect of SLA for timely request resolution
**Key Responsibilities**:
You will be part of the Service Desk team:
- Help to organize and document the efficient issue resolution process: first call resolution, bots automation with predefined answers
- Create the users' issues knowledge base: how-to topics, user guides, etc
- Establish the exchange of knowledge process with the testing team and the development team
- Use/improve the JIRA and Confluence software workflows to report and follow up on users' requests.
- Create the process of review of day-to-day tickets to ensure the quality of tickets' follow-up.
**Requirements**:
- High school diploma or equivalent in IT technologies
- 3 years of experience in a similar position
- Good knowledge of ITIL/AGILE principles
- Good experience with Jira and Confluence software
- Rigor and organizational skills are required
**Would be a plus**:
- MCP or Comp TIA certification
- ITIL/AGILE certification
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