Service Desk Expert with English 2018 LDZ
3 d. temu

Purpose of Role :

Purpose of The Service Desk Expert (2nd Line) role is to provide responsive, professional and competent technical, 2nd line support of incidents.

Key activities :

  • Technical Capability. Work within a team supporting end users with technical queries relating to several customer specific products / systems.
  • Tools Mastery. Provide internal toolset training and takes ownership around queries regarding internal / customer’s systems
  • Business Awareness. Develop an understanding of the customers’ environment and service delivery requirements to enable the delivery of the service.
  • Process. Follow established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.
  • Document actions taken to resolve enquiries.

  • Problem Solving. Take ownership for listening to and understanding the customer’s problem (these are generally of a more complex nature than those dealt with at 1st line level).
  • Escalate and / or gain support where necessary to resolve the problem. Use relevant information to diagnose and to resolve or enable resolution in a timely manner.

    Cooperate with remaining supporting functions to provide technical input into incident and problem resolution process.

  • Service Level. Escalate issues wherever necessary to deliver required service level and meet or exceed customer expectations / SLA.
  • Team Working. Act as an effective and helpful member of the team, demonstrating personal leadership and initiative
  • Professional Development. Take responsibility for learning about current products / systems to build own technical knowledge to support business requirements.
  • Requirements

    Behavioral Competencies :

  • Technical Capability
  • Logical and Analytical approach
  • Excellent Problem Solving
  • Business Awareness
  • Flexible approach and ability to work under pressure
  • Time Management
  • Strong Customer Relationship able to establish quick working relationships with customer
  • Professional Competencies :

  • Proficiency in Verbal and Written English including Technical Vocabulary
  • Advanced Knowledge of Microsoft Windows XP, Microsoft Office
  • Knowledge of Networking, VPNs, WIFI, VDI Environments
  • Knowledge of Linux / MySql / PHP / HTML
  • Content Publishing Experience
  • Excellent approach to Business Model and working under SLA Requirements
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