Service Desk Specialist

Direct Responsibilities

 Minimum Graduate degree from any stream.

 Effectively troubleshoot and manage production incidents.

 Communicate accurate impacts of production incidents.

 Recommend solutions to production problems.

 System level documentation and SOPs creations.

 Efficiently troubleshoot and resolve complex problems in a highly technical environment.

 Participates in technical training programs and self-directed learning.

 Providing L2 support to users related to issues with assigned business unit products and services.

 Respond to escalated tickets from L1 support staff to issues that impact users business operations.

 Perform more advanced troubleshooting systems and application making adjustments within scope of responsibility.



Contributing Responsibilities

Active Team Player

Communicates with customers, resolving complaints, problems, assuring the service quality of the Technical Support Services Team.

Proven Communication Skills (Written and Verbal)

 Providing technical trainings to L1 support team.

 Being a 24x7 operation, candidate should be willing to work in shifts.

 Proven experience in chat support.

 Have proficiency with helpdesk and remote desktop programs. Preferred prior experience on Service Now.

 Coordinate and follow ups with different support teams, jointly resolves the issues.

 Should have experience in handling offline onboarding & offboarding process.,