Service Desk Specialist

• Provide first-level contact and convey resolutions to users issues.
• Resolve incidents and Service Requests assigned within SLA.
• Maintain the Service Desk Platform.
• Apply Best Practices and align the service catalogs.
• Properly escalate unresolved queries to the next level of support.
• Track, dispatch, and redirect problems to correct resources/Support Group.
• Follow up with impacted users, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers expectations.
• Ensure proper recording, documentation, and closure.
• Follow the recommended procedure modifications or improvements.
• Preserve and grow your knowledge of help desk procedures, products, and services.

Requirements:

• Proven working experience in providing Help Desk support minimum 1 year of experience
• Proficiency in English and understanding Client local culture, language etc.
• Working knowledge of help desk for software, hardware, networking, Active Directory, Exchange and remote control.
• Strong Client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Ability to work under pressure and cover rotation shifts 24/7.
• Customer service orientation.
• ITIL and IT Service Management knowledge.
• BS degree in Information Technology, Computer Science or equivalent.