Excis Ltd: Helpdesk Specialist L2

Job Description Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services; creating detailed run books.

Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings.

Ensure customer service goals are met.

Provide hardware / software /network problem diagnosis / resolution via telephone for customers end users Route problems to internal I.M.

support staff Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution Administer and provide User Access and Exit controls Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's Ensure adherence to the published compliance frame work.

Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the close To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices To prepare business requirement documents for automation/enhancement of the processes, lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.

Requirements Education any formal background will be considered, IT background preferred.

Analytical and systematic problem solving skills required.

GoodItalian & English(C1/C2).