Job Description :
Customer service oriented Service Desk Analyst to provide technical support to our business partners and authorized vendors while adhering to stated Service Level Agreements.
You will be considered as the “face” of the IT department and solve basic to intermediate IT incidents and assist in fulfilling service requests

Responsibilities:
Act as a single point of contact for phone calls and self-service from staff regarding IT issues and queries.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
Troubleshoot basic Windows and Network issues using remote tools.
Log all contacts in the IT Service Management tool (ServiceNow
Escalate unresolved calls to 2nd level support.
Maintain individual KPIs and group SLAs
This is a 2nd shift position (11:00 am – 7:30 pm)

Qualifications:
An ITIL qualification is preferable but not essential.
MCP certification for MS Office is required post-hire.

Requirements:
Willing to work 2nd shift(11:00 am – 7:30 pm)
1 – 3 Years call center/help desk experience
Strong client-facing and communication skills
Proficiency in English
Understanding of basic User & Security Group Active Directory administration
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 2010/2016.
Experience with using and troubleshooting Outlook 2010/2016 within a network environment (permissions, calendar sharing, delegation)
Background Verification Security Check is required
             

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