Service Desk Specialist

. Role & responsibilities

• Requires exceptional verbal and written communication skills as well as strong customer service and interpersonal skills
• Willingness to work in any shifts including night shifts and weekends
• Accountable to answer customer requests and assisting customer either by over the phone, email, chat or Web
• Should be flexible for voice support
• Ability to understand customer issue and route to appropriate team
• Must be a strong cross-team collaborator
• Requires ability to thrive in a demanding, fast paced 24*7*365 operations support environment, which may require working after normal business hours or weekends. Candidates might need to extend support during Week Offs depending on the business requirement
• Basic knowledge about Systems, backup and Network
• Ability to drive higher Customer Satisfaction and maintain the defined SLA's and KPI's

Preferred candidate profile

. ITIL Knowledge and Certification.

. Should posses good communication skills (English)

. Technical Troubleshooting Knowledge: Basic desktop issues, printer installations, Active Directory, Exchange, Hardware issues, Wireless issues.