Service Desk Technician

Industry: Private

Employment Type:- Full Time

Work Hours:-  8 Hours

Locations:- USA

Full Job Description:-

Overview:

You will be responsible for carrying out first line technical support activities to provide a proactive and reactive support service to achieve customer satisfaction as for the client and will work on a 24x7x365 rotating shift basis.

S1 – 8am – 5pm EST, Monday – Friday shift

Responsibilities:

  • Utilise customer provided tools to handle inbound contact from end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets
  • Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution
  • Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures
  • Understand and respond to feedback from ticket quality reviews
  • Monitor announcements to ensure you have the latest information regarding outages and procedure updates
  • Work to defined shift patterns including lunch times and break times. Understand and follow the procedures for notifying absence and requesting holiday
  • Complete mandatory training as required

Qualifications:

  • Previous experience working in a 1st Line IT support environment
  • Experience working with ticketing systems, in particular ServiceNow, and communications solutions such as Jabber and other Chat software
  • Experience working in a Contact Centre
  • Experience adhering and working towards agreed SLAs and KPIs
  • Exposure using and troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPN, Webex, Virtual desktop and general end user support skills

Top 10 Interview Questions

  • Can you tell us about yourself?
  • What interests you about this position?
  • What are your strengths?
  • What are your weaknesses?
  • Can you give an example of a time when you solved a problem creatively?
  • How do you handle stress and pressure?
  • How would you describe your work style?
  • Can you tell us about a time when you had to work with a difficult colleague or supervisor?
  • How do you stay organized and prioritize tasks?
  • What are your long-term career goals?

Document Required:

Required Documents for This Recruitment: The candidate should have this Document Before Apply Online. Candidates Are Suggested To Read the Official Notification Before Applying.

  • Document – Qualifications certificate with mark sheets.
  • Passport size Photographs
  • Signature

How to apply:

Other Jobs You May Be Interested In

  • All the eligible candidates can apply for This Job as mentioned below
  • Read the official notification carefully From the Official Website.
  • Read the Notification Carefully Before Applying.
  • Fill out The Application Form (The link Is Given Below)
  • Attach the Required Document and Passport Size Photo with Signature.
  • Then Submit. Done.

Service Desk Technician

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