Help Desk Specialist

Job Description – Service Desk L1 / L2

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•Proficiency in English (written & spoken).

•Dealing with incoming calls in a professional, courteous manner over the phone and via email

•Determining the best solution based on the issue and details provided by customers

•Taking ownership of tickets and managing them in a logical and methodical manner

•Highlight/communicate the Major/scheduled service outage related information to relevant stakeholders & responsible for doing a follow up with L2 support team un l closer.

•Identify and escalate repetitive issues or services risks to the service management teams

•For the Service-desk standpoint, ensure end to end response/workflow of all incident & service requests.

•Provide accurate information on IT products or services. Identify and suggest possible improvements on procedures.

•Coordination with respective Global IT stakeholders and do follow up on the ticket till closure.