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Service Desk Specialist
Service Desk Specialist
- To provide support for on call escalations and doing root cause analysis of given issue
- To independently resolve tickets within agreed SLA of ticket volume and time
- To adhere to quality standards, regulatory requirements and company policies
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Roles and Responsibilities:
- Experience in help desk/desk side, customer service, and support experience with problem solving involving hardware
- Experience in handling ticketing tools like ServiceNow, Jira,…
Required Skills:
- Knowledge in Windows Operating systems,Clients: Windows8, Windows7, Windows 10, Servers: Windows 2008, Windows 2003, Windows 2000, Remote desktop connectivity applications (TeamViewer, LiveMeeting, Windows Remote Assistance)
- Basic Knowledge in MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Internet browsers (e.g. Explorer, Chrome, Firefox), Anti-virus and firewall software, PC Hardware knowledge, Desktop,Laptop, Peripheral devices (printers, scanners), Mobile devices and OS (iOS/Android/Windows)
- Knowledge of Active Directory, Exchange 2003/2007
- ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
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