Provide L1 technical troubleshooting & customer service across a wide range of technologies as part of our Shared Service Desk. Support clients via various channels i.e phone, ticket portals, emails.
Drive to closure for incidents & Service Requests tickets raised.
Route issues to SMEs, vendors and act as point of contact to internal support teams and clients.
Job Description
Respond to incidents or requests for help, via the phone, email and web
Diagnose and resolve technical hardware and software issues via call or remote tools.
Open, track, and close trouble tickets; ensuring documentation (in tickets and in the Knowledge Base articles)
Ensure tickets managed within KPI measurements and standards.
Identify and Escalate incidents and problems requiring urgent attention
Escalate incidents and problems to the appropriate group