The leading enterprise provider of business solutions and technology services in the Middle East.
IT Help Desk Specialist
Location
United States + 259 moreAll locations: United States, Afghanistan, Åland Islands, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antarctica, Antigua And Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Plurinational State Of, Bosnia And Herzegovina, Botswana, Bouvet Island, Brazil, British Indian Ocean Territory, Brunei Darussalam, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Christmas Island, Cocos (keeling) Islands, Colombia, Comoros, Congo, Congo, The Democratic Republic Of The, Cook Islands, Costa Rica, Côte D'ivoire, Croatia, Cuba, Cyprus, Czech Republic, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Falkland Islands (malvinas), Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guinea-bissau, Guyana, Haiti, Heard Island And Mcdonald Islands, Holy See (vatican City State), Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Iran, Islamic Republic Of, Iraq, Ireland, Isle Of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Korea, Democratic People's Republic Of, Korea, Republic Of, Kuwait, Kyrgyzstan, Lao People's Democratic Republic, Latvia, Lebanon, Lesotho, Liberia, Libyan Arab Jamahiriya, Liechtenstein, Lithuania, Luxembourg, Macao, Macedonia, The Former Yugoslav Republic Of, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Federated States Of, Moldova, Republic Of, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Northern Mariana Islands, Norway, Oman, Pakistan, Palau, Palestinian Territory, Occupied, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn, Poland, Portugal, Puerto Rico, Qatar, Réunion, Romania, Russian Federation, Rwanda, Saint Barthélemy, Saint Helena, Ascension And Tristan Da Cunha, Saint Kitts And Nevis, Saint Lucia, Saint Martin (french Part), Saint Pierre And Miquelon, Saint Vincent And The Grenadines, Samoa, San Marino, Sao Tome And Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Georgia And The South Sandwich Islands, Spain, Sri Lanka, Sudan, Suriname, Svalbard And Jan Mayen, Swaziland, Sweden, Switzerland, Syrian Arab Republic, Taiwan, Province Of China, Tajikistan, Tanzania, United Republic Of, Thailand, Timor-leste, Togo, Tokelau, Tonga, Trinidad And Tobago, Tunisia, Turkey, Turkmenistan, Turks And Caicos Islands, Tuvalu, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States Minor Outlying Islands, Uruguay, Uzbekistan, Vanuatu, Venezuela, Bolivarian Republic Of, Viet Nam, Virgin Islands, British, Virgin Islands, U.s., Wallis And Futuna, Western Sahara, Yemen, Zambia, Zimbabwe
Posted
3 days ago
Salary
Not specified
Job Description
Role Description
You will be responsible for providing helpdesk support for business users and be the single point of contact between the technical support teams and the customers. You will ensure proper and timebound closure of issues and service requests through troubleshooting and escalations.
- This job reports to Team Lead – Customer Support.
- Enhance and improve customer experience by effectively and timely resolving customer complaints and queries, understanding the customers' needs and providing appropriate solutions to ensure customer satisfaction.
- Troubleshoot technical problems faced by business users and escalate complex issues to the technical team.
- Effectively communicate customer concerns, requirements, and feedback to the support teams.
- Provide round-the-clock communication and support to customers through various channels: Phone Call, Email, Chat, WhatsApp, Monitoring alerts.
- Respond to customer issues/queries efficiently & accurately and accordingly close service requests with first line support or escalate to concerned team depending on the service request/issue.
- Perform remote troubleshooting as a first level through diagnostic techniques.
- Provide accurate information on IT products and services.
- Track and follow up with technical teams till the issue is resolved and service request is closed.
- Handle communication with stakeholders and provide regular updates for reported issues.
- Manage Incidents, Problems, Change and Service Requests.
- Share any feedback or suggestions from the customers with the appropriate internal team.
- Monitor the alerts raised by Monitoring tool and escalate to next level for recovery.
- Monitor adherence to the service level agreements and take appropriate measures if there is a delay in meeting the SLA timelines.
- Prepare reports – monthly reports, incident reports and custom reports and ad hoc reports by collecting data from system and share it with the Team Lead/Management.
- Create and log issues and their resolution in the centralized Customer Service Portal.
- Categorize reported issues with correct impact and urgency as per best ITIL practices.
Qualifications
- Bachelor's Degree in Information Systems / Computer Science / Programming Diploma or related majors.
Requirements
- Knowledge of ITIL methodologies (ITIL Foundation level) preferred.
- Fresh Graduate/0 to 3 years of experience in customer service.
- Prior experience in IT Service Management Ticketing tools and process is preferable.
- Should have the flexibility to work in shift system (Weekends/holidays) as per shift roster and provide 24X7 availability and cover for team members to fill support gaps.
Skills and Abilities
- Customer-oriented, with ability to manage difficult customers.
- Have a positive, empathetic and professional attitude toward customers.
- Efficient, enthusiastic and detail oriented with problem solving ability.
- Ability to build strong working relationship with clients and internal team members.
- Ability to set reasonable and attainable deadlines for resolution and follow up and ensure closure.
- Good understanding of computer systems, mobile devices and other technology products.
Job Requirements
- Bachelor's Degree in Information Systems / Computer Science / Programming Diploma or related majors.
- Knowledge of ITIL methodologies (ITIL Foundation level) preferred.
- Fresh Graduate/0 to 3 years of experience in customer service.
- Prior experience in IT Service Management Ticketing tools and process is preferable.
- Should have the flexibility to work in shift system (Weekends/holidays) as per shift roster and provide 24X7 availability and cover for team members to fill support gaps.
- Skills and Abilities
- Customer-oriented, with ability to manage difficult customers.
- Have a positive, empathetic and professional attitude toward customers.
- Efficient, enthusiastic and detail oriented with problem solving ability.
- Ability to build strong working relationship with clients and internal team members.
- Ability to set reasonable and attainable deadlines for resolution and follow up and ensure closure.
- Good understanding of computer systems, mobile devices and other technology products.
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