Service Desk Agent
Service desk/Helpdesk Provide technical expertise to the Service desk team Act as technical liaison between Service desk and IM support groups Maintain technical skill continuity and consistency of Service desk staff Ensure continuous improvement of services provided by the Service desk Provide telephone support to customer end users Provide Problem Management System support activities Maintain skills inventory of Service desk analysts and Work Request coordinators:
Evaluate technical skills Develop and maintain Training Plan Liaison between Service desk and other groups on technical support issues:
Proactively work with other groups on normal process support issues Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process Update, organize, create an easy electronic access to all Service desk documentation, including manuals, scripts, processes, process flow charts Ensure implementation of BOP (Best Operating Practices) in the Service desk Establish communication link with other zones relative to technical and support environment Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in processPhone support experience necessaryTechnical Service desk or technical call center experience is necessaryDisciplined, systematic problem solving skills requiredHands-on work experience with the following:
Windows Operating systems Ability to learn new information quickly and the willingness to do so at all timesAbility to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the weekCustomer Focus Teamwork Technical Expertise Interpersonal Effectiveness ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred Good Communications Ready for 24 7 Support environment(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases Recommended Skills Business Process Improvement Call Centers Change Management Communication Curiosity Itil Apply to this job. Think you're the perfect candidate? Apply on company site $('.external-apply-email-saved').on('click', function (event) window.ExternalApply = window.open('/interstitial?jobdid=j3v6nr5vygl3n140dg2', 'ExternalApply-j3v6nr5vygl3n140dg2'); ); $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
Evaluate technical skills Develop and maintain Training Plan Liaison between Service desk and other groups on technical support issues:
Proactively work with other groups on normal process support issues Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process Update, organize, create an easy electronic access to all Service desk documentation, including manuals, scripts, processes, process flow charts Ensure implementation of BOP (Best Operating Practices) in the Service desk Establish communication link with other zones relative to technical and support environment Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in processPhone support experience necessaryTechnical Service desk or technical call center experience is necessaryDisciplined, systematic problem solving skills requiredHands-on work experience with the following:
Windows Operating systems Ability to learn new information quickly and the willingness to do so at all timesAbility to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the weekCustomer Focus Teamwork Technical Expertise Interpersonal Effectiveness ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred Good Communications Ready for 24 7 Support environment(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases Recommended Skills Business Process Improvement Call Centers Change Management Communication Curiosity Itil Apply to this job. Think you're the perfect candidate? Apply on company site $('.external-apply-email-saved').on('click', function (event) window.ExternalApply = window.open('/interstitial?jobdid=j3v6nr5vygl3n140dg2', 'ExternalApply-j3v6nr5vygl3n140dg2'); ); $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
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