Role- Technical Helpdesk Coordinator Level 1
Location-Italy Bari, Apulia (5 days Onsite)
Job Type: Permanent
Detailed Job Description :
Key Role Responsibilities
- First point of contact for all end user reporting technical issues over the phone Chat or email or web
- Responsible for providing the first line of technical support of hardware Operating Systems subsystems and or applications for customers and or employees
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Applies basic diagnostic techniques to identify issues investigate causes and recommend solutions to correct common failures
- Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements
- Escalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups
- Maintains call quality and response times as per the agreed SLAs Strict adherence to meeting all the agreed SLAs and KPIs
- Log all incidents and requests in the ITSM tool Maintains records of calls and ensure all cases are updated in the system and categorize and record reported queries and provide solutions
Required
Candidate Profile 03 years of relevant experience working as Helpdesk Associate
Should possess basic understanding of ITIL Practices
Should have strong verbal written communication and interpersonal skills
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