Daily Activities:
•    Accept Inbound Calls/Chat/Self Service tickets according to agreed Service Level Target (SLT).
•    Record and process tickets following agreed process and procedures including but are not limited to:
    Identify/Classify/Evaluate incident types, priority, and service interruptions
    Records incidents by symptom and resolution
    Perform customer call backs as required
    Closing Incidents/Request with confirmation from customers
•    Using problem-solving and people skills to ensure swift resolutions to technical issues.
•    Triage, diagnose and perform basic troubleshooting on computer error messages and failures and resolve or make recommendations for resolution of Incidents and Request.
•    Utilize all technical tools/resources like remote management software to provide resolution in one call whenever possible.
•    Address user concerns regarding hardware, software, and networking
•    Account administration: new user requests, leaver requests, password requests etc.,
•    Timely ticket routing to next team when first attempt to resolution failed and follows defined exceptions.
•    Coordinates with L2/other support team when applicable.
•    Handles Special Projects as applicable and process Software Installation Request
•    Escalate issues to next level support if needed
Business Value:
•    Consistent and quality service delivery of end user support and request fulfillment
•    Efficiency and cost savings. Service Desk can resolve those minor issues themselves, giving more bandwidth for next level of support to deal with the more complicated ones. 
•    Driver of great customer experience.
•    Ability to quickly adapt to business requirements and provide effective and efficient solutions.

The Role
Please enter the responsibilities of the role
    Perform customer support to client via telephone, chat, self-service tickets etc…
    Resolving the issues through phone, chat and self-service communication channels
    User Account management such as password resets, account unlock, assigning permissions, for reported incidents and requests.
    Provide connectivity support for home users which includes network routers, Citrix, Virtual Technologies, MFA and VPN
    Providing support for Microsoft Office 365, Windows, Chrome device, printer, mobile etc.,
    Help resolve software and technical questions for the customer efficiently and effectively
    Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
    Effectively manage length of calls, handle time, and after call work.
    Manage customer expectations regarding estimated response times for issue resolution.
    Achieve target SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
    Identifying potential major incidents and problems and highlighting them to management.
    Escalating incidents that cannot be resolved, to the next level of support in line with service level agreements (SLAs).
    Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
    Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team to promote a 5-star customer service.
    Promote teamwork and Service Desk success.

The Requirements
Please enter the minimum criteria, skills, education, licenses etc. required to do this job
•    At least two years’ experience in an IT performance analysis and end-user support role.
•    Associate’s or bachelor’s degree in computer science, information systems, or similar is a plus.
•    ITIL Foundation, IELTS, TOEFL Certification is an advantage.
•    In-depth and current knowledge of computer programs, hardware, and business applications.
•    Basic knowledge of Windows, MS Office 365, MFA, VPN, Citrix, Azure, Active Directory and Exchange Server related tools is a must/
•    Proficiency in Service Now ticketing tool or other task management software.
•    Skilled in balancing technical knowledge with customer service skills.
•    Analytical and problem-solving skills.
•    Collaboration, communication, and interpersonal skills.
•    Excellent organizational and time management skills.
 

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