Job description:

IT Service Desk Job Description:1. First Point of Contact: Serve as the initial point of contact for users seeking technical assistance via phone, email, or chat.2. Troubleshooting: Perform remote troubleshooting through diagnostic techniques and pertinent questions.3. Issue Resolution: Determine the best solution based on the issue and details provided by users.4. Escalation: Direct unresolved issues to the next level of support personnel.5. Documentation: Record events, problems, and their resolutions in logs.6. Follow-Up: Follow up with users to ensure their issues are fully resolved.7. Feedback: Pass on any feedback or suggestions by users to the appropriate internal team.8. Improvement: Identify and suggest possible improvements on procedures.Requirements:1. Experience: Proven experience as a help desk technician or other customer support role.2. Technical Knowledge: Good understanding of computer systems, mobile devices, and other tech products.3. Problem-Solving Skills: Ability to diagnose and resolve basic technical issues.4. Communication Skills: Excellent communication skills, both verbal and written.5. Customer Service: Customer-oriented and patient to deal with difficult customers.6. Education: BSc/BA in IT, Computer Science, or a relevant field is often preferred[1][2].Technical Skills:1. Troubleshooting: Ability to diagnose and resolve technical issues efficiently.2. Knowledge of IT Systems: Familiarity with various operating systems, software applications, and hardware.3. Networking Basics: Understanding of network configurations, protocols, and security.4. Remote Support Tools: Proficiency in using remote desktop applications and help desk software.Soft Skills:1. Communication: Clear and effective verbal and written communication skills to explain technical issues to non-technical users.2. Customer Service: Strong customer service orientation to handle user inquiries and complaints patiently and professionally.3. Problem-Solving: Analytical skills to identify the root cause of issues and find effective solutions.4. Time Management: Ability to prioritize tasks and manage time effectively to handle multiple requests.Interpersonal Skills:1. Empathy: Understanding and addressing user concerns with empathy and patience.2. Teamwork: Ability to work collaboratively with other IT professionals and departments.3. Adaptability: Flexibility to adapt to changing technologies and user needs.Additional Skills:1. Documentation: Keeping accurate records of issues and solutions for future reference.2. Continuous Learning: Willingness to stay updated with the latest technology trends and advancements.

• 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.