Desk Side Support/Service Desk

Job Qualifications:

  • Bachelor’s degree graduate
  • 1-3 years experience as Service Desk Analyst.
  • Experience with ticket-handling system is an advantage.
  • Documentation skills, excellent verbal and written communication skills.
  • Experience in using MS Office and end-user applications.
  • Technical experience in related field; preference for computer sciences.
  • Can start asap.

Job Responsibilities:

  • Perform ticket analysis, service interruption analysis, triaging of issues, follow-up with relevant teams for resolution.
  • Ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID).
  • Run methods and procedures to provide resolution to known/recurring issues.
  • Effectively use the existing knowledge base and documentation for quick-win and first-level resolution.
  • Perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.
  • Ensure timely resolution or escalation within the agreed SLA. Create positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a
  • professional attitude.
  • Follow standard operating procedure and update checklists for quality assurance and progress tracking.
  • Ensure seamless handover between shifts.
  • Monitor and publish the SLA achievement by keeping track of all KPIs.
  • Ensure crystal clear communication and documentation as point of contact.
  • Perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). Report and properly document errors that are detected.
  • Perform basic software system operations. This involves using the online screen, running maps and jobs, basic configuration/installation, taking backups, and so on.