Service Desk Specialist-1
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Shift Timings:
Back End Night Shift: Thurs-Sat (1830-0700 CST), Alternate Wednesdays (2230-0700 CST)
Key Responsibilities:
- Respond to client issues received by telephone, voice mail, e-mail and via the customer portal.
- Respond to incident alerts, making sure that they are progressed effectively within defined service levels and call management guidelines.
- Manage and complete scheduled tasks on time.
- Ensure effective client communications take place.
- Ensure the effective assignment and escalation of incidents to engineers where appropriate.
- Advise the Team Lead of emerging issues.
- To adhere to ITIL framework processes.
- Share information across your team and department..
- Contribute documentation to the shared knowledge base
- Update, edit and remove client contacts from internal systems when necessary (KA articles).
- Investigate and resolve event calls or incidents with a pre-defined reaction process.
Knowledge:
- Basic technical awareness of IT infrastructure and the architectures deployed within Ensono solutions
- Knowledge of the ITIL framework and its function in IT is desirable but not essential
- Knowledge of a call management system and its function is desirable but not essential
- MO, specifically Apptemetry knowledge essential
Skills:
- Excellent customer service skills
- Excellent demonstrable written and verbal English communication skills
- Able to communicate in groups with confidence and conviction
- Ability to multi-task and work well under pressure
- Ability to be receptive to feedback, willing to learn and embrace continuous improvement
- Good team working skills are essential
Experience:
- Previous experience in a customer service role
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