Helpdesk Senior Representative - ITIL

Service Desk Senior Representative - English India - Office working Competitive Salary & Benefits Role Overview The Service Desk Senior Representative advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. Role Responsibilities • Manages customer interactions & records reported issues in the ITSM • Identifies issues, apply fixes and investigate root causes using internal instructions. • Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail • Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance • Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner • Key Skills • Ideally University education, preferably technical degree, or Microsoft certifications • Awareness of Microsoft Operating Systems local and Office (Office and Remote) administration and Microsoft Office family applications • Experience of providing Office (Office and Remote) IT support is an advantage • Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills • Good communication and customer service skills • Fluency in English language • Flexibility to work shifts if required • Benefits • Our people are the most critical component of our long-term success and their health and wellbeing are our priority. • You will enjoy a comprehensive, locally competitive benefits package • Working for a top 5 company in the industry worldwide • Company culture focused on the employee wellbeing • The opportunity to grow a career in Monitoring/Infrastructure Learning & Development platforms