Jobbeschreibung:

Service Desk Staff(Job Description Qualities and Skill, Tools and Technology usage)Qualities for staff include: Accepts change and adapts easily Learns quickly Multi-tasks Good temperament (patient, empathetic) Problem-solver Customer service approach Accepts personal accountability Self-motivated Team player Follows policies, procedures and guidelines Continually improves Calm under pressureSkills for staff include: Communication Listening, Writing, Verbal, Non-verbal, Questioning Knowledge Technical, Business, ITSM (useful) Customer service Troubleshooting, Problem solving Increased numbers of incidents and service requests resolved The potential to restore services faster The potential to improve customer satisfaction Provides an opportunity for analysts to educate customers to be more self-sufficient Time management Personal organizational skillsTools and Technology Usage include: Remote support, instant messaging, e-mail, chat to: Restore the customer s technology to a functioning state Overcome communication barriers Enhance the customer and service desk relationship Improve first contact resolution rate Reduce the number of escalated calls Reduce lost customer productivity by reducing time to resolution

• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update & self development.