Service Desk Administrator

1 miesiąc temu

Gdańsk, Polska KBC Technologies Group Pełny etat

KBC Technologies is a 'ISO Certified'​ Global IT Solutions, Services and Outsourcing Company with it's major focus in IT Secondment and Managed Services domain to support our clients in expanding their business operations on global basis.KBC has it's registered offices in UAE, Qatar, UK, Oman and India with operations spread across 14 plus countries across globe. We primarily focus on providing IT Solutions, IT Consulting & Outsourcingacross different verticals like BFSI, Telecom, Government, Retail,Manufacturing etc.Please contact us at info@kbctechnologies.comwww.kbctechnologies.com

The Role

You will be responsible for :

  • To provide 1st line technical support, answering support queries via phone, email, Chat and Web in specific languages and English.
  • Analysts will use Cloud Telephony channel with dual Citrix setup for required client environment access.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles. 
  • Analysts will support both calls and chats within their standard working hours and met required SLA of speed to answer and abandoned.
  • To take ownership of user problems and be proactive when dealing with user issues. Maintain a high productivity of 500 contacts a month as a min expectation.
  • Logging / verifying customer details as per the process followed for each customer.
  • Identifying the issue and categorizing / prioritize the incident
  • Creating a ticket in ITSM tool
  • Referring KB for workaround / resolution and attempting resolution
  • Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
  • Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
  • Routing / Chasing of tickets with other PRG's
  • Recording trend of calls and identifying outages proactively
  • Callbacks for customer not reachable cases & customer request
  • Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation
  • Creating child tickets and tagging them with problem ticket. Callback the user and confirm resolution (wherever applicable)

Ideal Profile

  • 0-2 years’ experience in a Service Desk / IT Support in a global organization.
  • Fluency in German or Czech & English language
  • Should have knowledge of customer services and managing phone calls/Chats with customers with min B2 and above language competency
  • Basic knowledge of Active directory, Outlook, Win 10, 11, computer hardware & browsers.
  • Should agree to work in Shifts as per business requirement.
  • Should have good logical reasoning skills, Customer Service skills.
  • Should be a team player & work collaboratively with onsite and offshore team. 
  • Strong interpersonal skills are a prerequisite.
  • Ability to work effectively in a dispersed team and individually.

What's on Offer?

  • Join a well known brand within IT Services
  • Work within a company with a solid track record of success
  • Excellent career development opportunities

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