L2- Service Desk

Role & responsibilities

• Serve as the first point of contact for customers seeking technical assistance through various channels like phone, chat & email.
• Experience in Core IT Support, Addressing Clients Worldwide
• Experience troubleshooting and configuring desktop hardware and associated peripherals.
• Experience In Multi-Factor Authentication & RSA SecurID
• Experience In Virtual Desktop Instances (Oracle / Citrix)
• Ability to work in a team environment and communicate effectively through chat systems (e.g. Microsoft teams, Skype)
• Experience in ServiceDesk Ticketing Tool ServiceNow.
• Working knowledge of computer operating systems (Windows), hardware diagnosis/set up, and software installation/troubleshooting.
• Experience working in a fast-paced environment.
• Strong customer service experience.
• Excellent communication skills.
• Ability to perform tasks within SLAs.
• Receives and handles break-fix issues of VIP Users, following agreed procedures.
• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and interrogates knowledgebase for potential solutions.
• Escalates complex or unresolved incidents.
• Records and tracks escalated issues from outset to conclusion.
• Maintains records, informs users about the process, and advises relevant stakeholders of actions taken, in case of escalated or priority tickets.
• Acts as the routine contact point, receiving and handling requests for support.
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Assists with the development or correction of KBs & Tech / Support documents.
• To provide technical support & assistance to VIP / priority users remotely.
• To ensure client satisfaction and ability to resolve customer issues at first contact.
• Must have good technical knowledge and an ability to communicate effectively to understand the problem, empathize and provide a solution at the earliest.
• As an SME, support the L1 agents to resolve issues faster.
• Foster & guide Level 1 agents and provide necessary training as and when necessary.

Preferred candidate profile

Perks and benefits