- 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
- 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
- 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
Service Desk Analyst - Islamabad, Pakistan - Job Portal - dinCloud Pakistan
Description
Responsibilities:
Non- Technical Qualifications:
Technical Qualification:
Experience using remote assistance tools such as Beyond Trust and RDP is a plus