Beschreibung
JOB DESCRIPTION FOR SERVICE DESK
Short version
- L2 agent expected to troubleshoot day to day IT related issues via calls, chats and e-mails
- Excellent English Communication is a must-have
- Experience in help desk, customer service with problem solving involving hardware/software/network problem diagnosis
- Good working knowledge of Windows10/Basic MAC OS(Basic Understanding), MS Office, Internet browsers, Antivirus and Firewall software, PC hardware, desktop/laptop and peripheral devices (printers, Copiers, scanners)
- Customer service experience (International Customers) required (minimum 6 mon to 1 year)
Long version
Daily Activities:
- Providing hardware/software/network problem diagnosis and resolution via telephone/chat/email for end users.
- Routing problems/issues to appropriate support groups
- Providing user access in various systems
- Using the ITSM tool/Ticketing tool to document and manage problems, work requests and their respective resolutions and circumventions.
- Take part in all Team meeting, trainings etc. as instructed by Operations.
- Responsible to achieve the daily targets assigned to individual.
Soft skills:
- Excellent communication skills (both verbal and written)
- Analytical thinking
- Great customer handling skills
- Ability to acquire new information quickly and the willingness to do so at all times
Technical requirements:
- Good working knowledge of Windows/MAC OS, MS Office suite, Basic Networking, Internet browsers, Anti-virus and Firewall software, PC hardware, desktop/laptop and peripheral devices (printers, scanners)
- Basic understanding on ITSM tool
- Knowledge if remote desktop connectivity applications (logmein, TeamViewer, Bomgar, etc.)
- Understanding of the IT environment and readiness to learn new processes and technologies
Years of experience:
- 6 months to 1 year of previous IT experience (technical support and customer service)