Job Description
Role
Ready to Elevate Technical Support?
Join us as a 1st Line Support Analyst and be the driving force behind delivering top-notch technical support to valued clients. This role offers an opportunity to showcase your troubleshooting skills and customer service abilities in a dynamic environment, making a real impact.
Why Choose Us?
* Answer calls promptly, providing timely triage to customer inquiries and service requests.
* Classify and prioritize requests, ensuring swift escalation for complex issues.
* Diagnose and resolve incidents, collaborating closely with your technical team to deliver effective solutions.
Why Join This Company?
* Be part of a team that values your technical expertise and customer service skills.
* Enhance your troubleshooting abilities and contribute to high first-time fix rates.
* Join an organization that values your growth and contributions.
If interested, apply here!
* Provide initial triage of tickets raised by customers.
* Answer calls promptly from customers calling into the service desk.
* Assign tickets to appropriate queues for 2nd and 3rd line engineers.
* Troubleshoot and resolve incidents and service requests to ensure high customer satisfaction.
* Assist server and network engineers with complex tasks.
* Own requests and escalate to management, customers, or third-party resolver groups to meet service level agreements.
* Manage tickets end-to-end, keeping customers updated on progress.
* Follow documented customer-specific procedures.
* Classify and prioritize requests according to Incident and Service Request Management processes.
* Maintain strong attention to detail for troubleshooting and implementing changes.
* Stay updated on relevant technologies to improve first-time fix rates.
* Work in shifts starting at 07:00, 09:00, or 09:30 based on business needs.
* Diagnose and troubleshoot IT-related issues effectively.
* Document diligently and manage tickets efficiently.
* Confidently support customers within your technical discipline.
* Communicate effectively with customers of varying technical backgrounds.
* Adapt and learn in a fast-paced environment.
* Organize and manage time effectively.
* Willing to learn and adapt to evolving business requirements.
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