IT Service Desk Agent

Important:

·         Ability to work in 24*7 shift environment with Rotational Off and rotational Shifts

Responsibilities

·         First Point of Contact for end users seeking technical assistance via phone email or chat

·         Remote troubleshooting using diagnostic techniques and relevant questions

·         Analyze issues and determine the best solution based on customer details

·         Escalate unresolved issues to the appropriate support level by following the KB

·         Maintain and document accurate logs of events problems and resolutions

·         Identify process improvements and suggest enhancements

·         Meet service level targets and performance goals

·         Requirements and Skills

·         Experience 3-5 years in a help desk or customer support role

·         Understanding of computer systems mobile devices and software applications

·         ITIL fundamentals ITIL Foundations Preferred

·         Communication Excellent communication skills in English Spanish

·         Adhere to company processes and quality standards

·         Customer Oriented and patient

·         Ability to work in 24*7 shift environment with Rotational Off and rotational Shifts

Skills

Mandatory Skills : 

Jira Service Desk, Servicedesk, Windows Server