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    Service Desk Analyst - Islamabad, Pakistan - Job Portal - dinCloud Pakistan

    Job Portal - dinCloud Pakistan
    Job Portal - dinCloud Pakistan Islamabad, Pakistan

    1 day ago

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    Description

    Responsibilities:

    • Serve as the first point of contact for customers seeking technical assistance over phone, email, chat, or self-service
    • Provide level 1 troubleshooting and route all issues that cannot be resolved to the appropriate team.
    • Accurately classify, prioritize, and record Incident/Request details into ServiceNow ticketing system
    • Provide first contact resolution when possible
    • Track and communicate with the customer throughout the ticket lifecycle and ensure proper follow-ups
    • Ticket closing upon customer consent

    Non- Technical Qualifications:

    • Maintains cooperative working relationships with staff members, a good team player
    • Customer-focused with an understanding of business impacts with exceptional customer service skills and oral and written communication skills
    • Detail-oriented and organized
    • Outstanding oral communication skills
    • Ability to take and provide direction
    • Familiar with IT Service Management concepts, practices, and procedures. ITIL knowledge a plus.
    • Strong customer service skills
    • Strong IT problem solving/troubleshooting skills

    Technical Qualification:

    • Must have prior Service Desk experience
    • Experience with Windows 10, Office 365, Azure AD, Active Directory, Exchange/Office O365 is required.
    • Familiarity with IT Service Management concepts, practices, and procedures. ITIL knowledge a plus.
    • Technical Certifications: CompTIA, A+, MSCE is a plus
    • Experience using ServiceNow Ticketing System is a plus

    Experience using remote assistance tools such as Beyond Trust and RDP is a plus

  • Job Portal - dinCloud Pakistan

    QA Analyst

    3 days ago

    Job Portal - dinCloud Pakistan Islamabad, Pakistan

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