Technical Helpdesk Coordinator Level 1
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Engineer - Cloud & Infra Management Role- Technical Helpdesk Coordinator Level 1 Location- LTM Client - Italy Bari, Apulia (5 days Onsite)
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 andor applications for customers andor 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
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Responds to common requests for service by providing information to enable fulfilment
- Promptly allocates unresolved calls as appropriate
- Maintains records informs users about the process and advises relevant persons of actions taken
- Adhere to the documented policies and procedures
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Engages other support teams or resources as when appropriate to resolve tickets
- Use appropriate CTI classification for incidents and requests
- Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates
- Maintain confidentiality with regards to client customer information adhere to the NDA guidelines
- Identify major incidents and invoke the major incident management process
- Identify new issues and contribute to Knowledge Base development
- Install modify and repair computer hardware and software
Required Candidate Profile
- Minimum 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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