SERVICE DESK-SERVICE DESK

- Lead 3.8 3.8 out of 5 stars California City, CA

SERVICE DESK

Lead Experience:

4 - 7

YRS Location:

Remote Responsibilities:

Should be able to lead a SD Team Experience in working on Infrastructure and Application Service Desk/Helpdesk/L1 support. The first line of support is usually provided via chat, phone, and email communications. Identify and diagnose issues and problems. First point of contact for end users and internal team for support. Responsible to solve client issues in an effective and timely manner as prescribed Service Level Agreement (SLA) User administration Proactively contribute to maintaining and expanding service desk knowledgebase to prevent knowledge silos. Maintain records of tickets opened/updated/closed and telephone calls answered Practical experience of Service Desk toolsets - SNOW General awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), O365 and Active Directory Proven service industry front line experience with handling high value/critical customers Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers Categorize and record reported queries and provide solutions. Support problem identification. Advise users on appropriate course of action. Log, validate and diagnose user issues, on the full range of products and applications used. Provide user with a solution through information gathering, analytical troubleshooting and problem research, or route or escalate the user to the appropriate resolution group. L1 support Engineers have basic knowledge of product/service and skill to troubleshoot a very basic issue like password reset, software installation/uninstallation/reinstallation Experience in L1 application technical support. Direct unresolved issues to the next level of support personnel Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures Create and update support documentation in accordance with standards to improve future troubleshooting efforts Request and Incident Management - Triage incoming requests and assign to relevant Support Level. Ensure that all requests and incidents are responded within the time specified by the Service Level agreements Desired skills and requirements: Good to have ITIL certification. Ticketing tools - SNOW etc. Knowledge of Incident, Problem, Change Management Basic Knowledge of Applications. Record events and problems and their resolution in logs Follow-up and update customer status and information 24x7 support Excellent oral & Written communication skills Application, Infrastructure basic technical understanding.