Help Desk Specialist

Job Description:

We are looking for a
customer service oriented Help Desk Specialist who would provide technical
support to customers in an efficient and accurate manner. You will be
considered as the firm’s front liner and will solve basic technical problems
and provide support for all assigned areas. The goal is to make sure that
customer value is maintained to the standards set forth by the company.

Provide first level
contact and convey resolutions to customer issues (issues could be like configuring
clients’ mailbox on computer iPad or smartphone or the clients’ website is not
functioning).

Ensure proper recording
of all the incidents reported by the customers by raising a support ticket.

Walk customers through
problem solving process

Resolve Incidents within
the specified Service Level Agreements.

Properly escalate
unresolved queries to the next level of support.

Keep end users informed
about their Incidents’ status at agreed intervals.

Utilise excellent
customer service skills and exceed customers’ expectations.

Ready to work in 24/7
rotational shifts.

Must Have’s :

Proven working experience
in providing help desk support.

Proficiency in English.

Working knowledge of help
desk software, and remote control tools.

Advanced troubleshooting
and multi-tasking skills.

Customer service
orientation

Linux or ITIL certification
would be an added advantage.