Job Description

• Minimum 2 to 5 years of experience with IT Service Desk • Experience working with Global Team. • Manage and prioritise the solution of issues, queries, to maintain SLA on the support tickets. • Create user documents, including FAQs, workbooks, and manuals • Contribute to improving the overall experience and usage of the platforms • Revise existing processes of the department and, ideally, propose improvements Responsibilities • Serve as the initial point of contact for all end-user reported issues or requests. • Provide technical support primarily for external customers. • Deliver first-line telephone technical support for hardware, operating systems, sub systems, and/or applications • Utilize basic diagnostic techniques to identify problems, investigate causes, and recommend solutions for common failures. • Assume full ownership of end-user issues until resolution, ensuring follow-up as required by process mandates. • Follow escalation matrix to complex problems to desk side staff or other resolver groups • Maintain call quality and response times according to agreed SLAs, ensuring all cases are accurately updated in the system.