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Service Desk Specialist (H09-i)

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Job Detail

  • Job ID 1005729
  • Career Level Officer
  • Experience 3 Years
  • Industry Development
  • Qualifications Degree Bachelor

Job Description

Detailed Description • Serve as the first point of contact for customers seeking technical assistance over the phone or email. • Perform remote trouble shooting through diagnostic techniques and pertinent questions. • Determine the best solution based on the issue and details provided by customers. • Walk the customer through the problem-solving process. • Direct unresolved issues to the next level of support personnel. • Provide accurate information on IT products or services. • Record events and problems and their resolution in logs. • Follow-up and update customer status and information. • Pass on any feedback or suggestions from customers to the appropriate internal team. • Identify and suggest possible improvements to procedures. • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Required skills

• Bachelor's Degree in IT or a related field 2+ years of setup, configuration, and troubleshooting of desktop/notebook hardware and software. Knowledge and experience in IT service desk practices. Related experience and training. Windows desktops and notebooks, as well as iOS devices, in a networked environment.

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