L1 Service Desk Support
L1 Service Desk Support
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Service Desk Analyst role entails providing essential support for resolving basic incidents and handling requests directed to the regional service desk.
Responsibilities:
- Serve as the primary point of contact for internal staff offering assistance through phone calls emails live chat and selfservice tickets concerning IT issues.
- Provide 1st line support by troubleshooting ITrelated problems.
- Escalate unresolved issues/requests to the appropriate helpdesk (L2/L3 support).
- Take ownership of user problems track their status and communicate updates promptly.
- Document all actions and information in the ticketing system promptly.
- Uphold a high level of customer service for all support queries.
- Maintain a knowledge database to ensure information accuracy.
- Define and enhance processes and workflows.
- Manage projects documentation or tasks assigned by the manager.
- Manage end user online request forms.
Requirements:
- Fluent in English.
- Excellent communication skills and telephone etiquette.
- Strong listening and attentiveness skills.
- Exceptional organizational abilities.
- Willingness to learn and improve.
- Customer service orientation or previous training.
- Team player.
- Banking experience is advantageous but not mandatory.
- More experienced candidates in service desk roles will be considered for senior positions.
Employment Type
Full Time
