What are the responsibilities and job description for the SERVICE DESK-SERVICE DESK position at Zensar Technologies?
SERVICE DESK AGENT
Experience: 2-3 YRS
Location: Remote
Responsibilities:
- Experience in working on Infrastructure and Application Service Desk/Helpdesk/L1 support.
- The first line of support is usually provided via chat, phone, and email communications.
- Identify and diagnose issues and problems.
- First point of contact for end users and internal team for support.
- Responsible to solve client issues in an effective and timely manner as prescribed Service Level Agreement (SLA)
- User administration
- Proactively contribute to maintaining and expanding service desk knowledgebase to prevent knowledge silos.
- Maintain records of tickets opened/updated/closed and telephone calls answered
- Practical experience of Service Desk toolsets - SNOW
- General awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), O365 and Active Directory
- Proven service industry front line experience with handling high value/critical customers
- Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
- Categorize and record reported queries and provide solutions.
- Support problem identification. Advise users on appropriate course of action.
- Log, validate and diagnose user issues, on the full range of products and applications used.
- Provide user with a solution through information gathering, analytical troubleshooting and problem research, or route or escalate the user to the appropriate resolution group.
- L1 support Engineers have basic knowledge of product/service and skill to troubleshoot a very basic issue like password reset, software installation/uninstallation/reinstallation
- Experience in L1 application technical support.
- Direct unresolved issues to the next level of support personnel
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Create and update support documentation in accordance with standards to improve future troubleshooting efforts
- Request and Incident Management – Triage incoming requests and assign to relevant Support Level.
- Ensure that all requests and incidents are responded within the time specified by the Service Level agreements
Desired skills and requirements:
- Good to have ITIL certification.
- Ticketing tools – SNOW etc.
- Knowledge of Incident, Problem, Change Management
- Basic Knowledge of Applications.
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- 24x7 support
- Excellent oral & Written communication skills
- Application, Infrastructure basic technical understanding.
