THE ROLE
As a member of our Engineering team, you'll play a crucial role as the primary contact for users reaching out to our Service Desk. Collaborating closely with the Global Tech Service Management department, you'll ensure exceptional customer service by promptly addressing incoming calls, documenting all details in our call tracking system, and leveraging your expertise and knowledge base tools to swiftly resolve Tier 0 inquiries.
In addition to providing frontline support, you'll escalate unresolved issues to our Tier 1 and 2 support teams while also troubleshooting basic end-user concerns across software applications, hardware, and network and telecommunications systems.
WHAT YOU'LL DO
- Primary responsibility is user support. Being present and available to clients requiring technical assistance
- Respond to questions from all callers
- Become familiar with each client and their respective applications
- Learn fundamental operations of commonly used software, hardware, and other equipment
- Organisation, Management, Sales, Recycling and Scrapping of physical IT Assets
- Meeting Room and AV system setup and maintenance
- Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software
- Become familiar with service desk policies and services
- Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the Technology department
- Other duties as assigned by the Service Manager.
WHO YOU ARE
- 1-2 years’ customer support experience ideally in a web based application oriented environment
- Very Strong written and verbal communication skills
- Proficient in English
- A passion for delivering exceptional customer service each and every day
- Must be a highly motivated self-starter comfortable working in a fast paced environment
- Eager to learn and develop troubleshooting and customer service skills
- Strong computer skills, including use of the Internet and email
- Must have excellent time and task management skills
- Familiarity with the fundamental principles of ITIL/SLA
- IT Knowledge
- Experienced in working in large scale organisations on a multi-national level with a multicultural team is a plus
- Proficient with Confluence and JIRA tools is a plus.
As a member of our Engineering team, you'll play a crucial role as the primary contact for users reaching out to our Service Desk.
