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.
Behavioral Competencies :
Logical and Analytical approach
Excellent Problem Solving
Flexible approach and ability to work under pressure
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