Executive - Service Desk

Core42

Responsibilities

• Respond to incoming service requests, incident reports, and inquiries through various channels such as phone, email, or ticketing systems, providing timely and courteous assistance to customers, and ensuring a positive experience with our services.
• Diagnose and resolve technical issues related to our digital transformation solutions, troubleshooting hardware, software, and network problems efficiently and effectively.
• Create, update, and manage support tickets using the companys service management tools, ensuring accurate documentation of all customer interactions, troubleshooting steps, and solutions.
• Diagnose and resolve software, hardware, network, and other IT-related problems reported by clients, escalating complex issues to higher-tier support for swift resolution.
• Utilize remote support tools to provide virtual assistance and perform remote troubleshooting, minimizing the need for on-site visits whenever possible.
• Continuously identify opportunities to enhance service desk processes, tools, and knowledge base resources to improve overall support efficiency and customer satisfaction.
• Keep clients informed about the progress of their support tickets, including estimated resolution times and any relevant updates.
• Ensure clear and effective communication throughout the support lifecycle.

Qualifications

• Bachelors degree in Computer Science, Information Technology, or a related field.
• At least 2 years of experience in a service desk or technical support role, preferably in a global IT company.
• Strong understanding of IT infrastructure, digital transformation concepts, cloud computing principles, and cyber security fundamentals.
• Demonstrated ability to analyze and resolve technical issues promptly and accurately.
• Patience, empathy, and the ability to communicate technical information to non-technical users.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to prioritize tasks, manage time efficiently, and handle multiple customer inquiries simultaneously