Customer Service Professional
2 days ago
A Service Desk Analyst provides top-notch customer service and resolves inquiries in a timely manner. This role is part of our global Support Team, serving as the first point of contact for internal business customers and external clients.
The successful candidate will ensure customer expectations are met or exceeded, meet defined performance metrics, adhere to standards and processes, and deliver effective customer support.
Main Responsibilities:
- Record all reported incidents and service requests in the IT ticketing system.
- Provide initial assessment and resolution of at least 85% of all incidents on first contact.
- Route incidents to the resolution groups when not resolved during initial support.
- Elevate all incidents when necessary.
- Monitor the status and progress toward resolution of all open incidents and requests.
- Keep affected customers informed about progress.
Requirements:
- 2-3 years of troubleshooting experience with hardware or software customer services.
- Understanding of basic security principles and protocols.
- Substantial experience in IT Support and customer service.
- Excellent communication and interpersonal skills.
Desired Skills and Expertise:
- ITIL Foundation Certification.
- Experience in ITSM Products.
- Knowledge of creating and maintaining KB solutions.
About You:
We seek a motivated and experienced individual who can thrive in a collaborative team environment and has a strong desire to deliver exceptional customer service.
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