Service Desk Expert

Understand and capture customers issues, document it, adhere to Process and quality standards with good customer handling skills

Should be handling Call / Chat / Email Support to end users Identifies issues create Service

Request or Incident based on the issue type, and provide L1 resolution, on call

Should flag any priority incidents immediately to the SME

Ensures Incident records are kept up to date throughout the life of the Incident, additional information is documented as it becomes available, and progress updates/user chases and other actions are taken towards resolution

Ensures that Incidents which are resolved without leaving the Service Desk are flagged as being a First Time Fix Receives successfully completed Incidents/Changes/Service Requests and closes the record accordingly

Exceptional verbal and communication skills

Unparalleled Listening and Comprehension capabilities

Proven service industry front line experience with handling high value/critical customers

Ability to keyboard to capture important details on a call for documentation