Senior Executive - Service Desk
Current First point of contact for all end user reporting technical issues over the phone, Chat or email or web. Responsible for providing the first-line of technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employees. Performing remote troubleshooting through diagnostic techniques and pertinent questions. Applies basic diagnostic techniques to identify issues, investigate causes and recommend solutions to correct common failures. Escalates, if needed, unresolved or complex issues to the L2 Support Engineering staff or Field Engineering or respective support groups. Maintains call quality and response times as per the agreed SLA's. Strict adherence to meeting all the agreed SLAs. Log all incidents and requests in the ITSM tool. Maintains records of calls and ensure all cases are updated in the system and Categorize and record reported queries and provide solutions. Advise users on appropriate course of action. Systematically interprets user problems and identifies solutions and possible side effects. Ability to paraphrase and trouble shoot issues Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate. Maintains records, informs users about the process and advises relevant persons of actions taken. Adhere to the documented policies and procedures. Engages other support teams or resources as & when appropriate to resolve tickets. Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution, escalation or communication of status updates. Maintain confidentiality with regards to client / customer information, Identify major incidents and invoke the major incident management process Install, modify, and repair computer hardware and software.
