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THE ROLE
Reporting to the Engineering area, with a dotted line to the Global Tech Service Management area, you will be the first point of contact for the users who call our Service Desk. While providing the highest level of customer service, you will answer incoming calls, tracking all information in a call tracking system, using a knowledge base tool along with your expertise to resolve tier 0 requests in a timely fashion. You will escalate unresolved problems/issues/requests to the proper tier 1 and 2 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems support. WHAT YOU'LL DOPrimary responsibility is user support. Being present and available to clients requiring technical assistanceRespond to questions from all callersBecome familiar with each client and their respective applicationsLearn fundamental operations of commonly used software, hardware, and other equipmentFollow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.Become familiar with service desk policies and servicesBecome familiar with the Systems, Network, Database, Desktop Engineers,programmers, developers, and each team in the Technology departmentOther duties as assigned by the Service Manager.WHO YOU ARE1-2 years' customer support experience ideally in a web based application oriented environmentVery Strong written and verbal communication skillsProficient in EnglishA passion for delivering exceptional customer service each and every dayMust be a highly motivated self-starter comfortable working in a fast paced environmentEager to learn and develop troubleshooting and customer service skillsStrong computer skills, including use of the Internet and emailMust have excellent time and task management skillsFamiliarity with the fundamental principles of ITIL/SLAIT KnowledgeProgramming knowledge, such as .NET, SQLExperienced in working in large scale Organisations on a multi-national level with a multicultural team is a plusProficient with Confluence and JIRA tools is a plus.Reporting to the Engineering area, with a dotted line to the Global Tech Service Management area, you will be the first point of contact for the users who call our Service Desk.
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