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Service Desk Administrator-IT support Specialist

Keywords / Skills : Technical Support, Customer Care, Troubleshoot, Help Desk

2 - 4 years
Posted: 2019-11-19

Job Description
• Manage and receive service requests, log incidents, provide basic troubleshooting support and ensure that adequate provisioning of support is provided by routing incidents to appropriate resolver group

• Conduct service desk day-to-day activities and assure effective provisioning of technical and non-technical support.

• Collect and manage IT customer’s feedback, complaints and satisfaction levels.

• Resolve basic troubleshooting incidents (L1 tickets).

• Reroute IT incidents that require further escalation to the appropriate resolver group.

• Cater to IT user requests received through official service desk channels (i.e. service desk hotline, email, self-service tool, others).

• Update and log of user queries and requests coming through the contact center.

• Regularly analyze use query logs to identify common trends and repeated requests, and prepare a self-help documents, manuals and scripts to ensure

resolutions for these solutions may be addressed whenever possible.
• Bachelors degree in Computer Science, Engineering, MIS or related field from an accredited reputable institution is required

• 3+ years’ experience in customer care or a similar role

• Experience in troubleshooting and managing service desk

• Solid understanding of key IT and digital technologies which will enable a clear understanding of problems and technical dependencies

• Ability to translate business needs into high level IT requirements

About Company

CC Staffing International
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