First contact support via telephone, web portal, email, chat
Manage entire shift and assign tickets
Handle escalations and create training plans
Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
Job Summary
Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
Managing the entire Shift, assigning the ticket to the Agents in the shift at regular interval of time, and providing guidance support to the Agents in the shift.
The role requires handling escalation start to end, creating a Training plan and providing training to the new joiners.
Matching Summary
Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
Skills & Requirements
Must-have
First contact support via telephone, web portal, email, chat
Manage entire shift and assign tickets
Handle escalations and create training plans
Assist users with PC hardware, software, printer issues
Prioritize incidents and service requests
Record, track, and document incidents in ServiceNow
Nice-to-have
Customer friendly mindset
Team player
Ability to absorb and retain information quickly
Keen attention to detail
Self-motivated and directed
Key Requirements
Minimum of 2 year of relevant work experience
High school diploma or equivalent
Associate's or Bachelor’s degree in technology-related field a plus
Comptia A+, Comptia Network +, and ITIL certifications a plus
Exceptional customer service orientation
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented, collaborative environment