Ogłoszenie numer: 3950325, z dnia 2020-11-23
Infoplus Technologies UK Limited is a global IT services company focusing on Enterprise solutions and integration services consulting (SAP/Oracle), software development, product solutions for education segment and IT consulting services offering outsourcing solutions to enterprises worldwide. Since inception, ITL has focused on a principle to maximize output for its clients and partners through cost-savings, enhancing productivity and quality.
We challenge industry norms by holding ourselves accountable through our fixed-price commitments and a unique performance-pricing model. Head quartered at Borehamwood, United Kingdom, ITL was established in United Kingdom we help enterprises globally to plan their investments in technology, design and implement solutions that drive competitive advantage and deliver or manage critical applications to improve business performance. Based in UK, we have years of experience in servicing the clients across Europe and USA.
Service Desk Specialist
Miejsce pracy: dolnośląskie
Opis stanowiska
Duration: Log term contract
Location: Remote
Language needed - German
Role & Responsibilities:
- Prime responsibility to take incoming calls or handle email/ web tickets
- Verifying the issue and categorization / prioritization of the incident
- Verifying the ticket type selected by the L1 while creating the ticket
- Referring KB for workaround / resolution and attempting resolution
- Ticket re-assignment to PRG's if ticket unresolved by L2 (where ever applicable)
- Correct Routing of tickets with other PRG's
- Recording trend of calls and identifying outages proactively
- Callbacks for customer not reachable cases / customer request and unresolved issues
- Recording outage / bulletin message in Remedy / ACD
- Updating the outage / bulletin message in Remedy / ACD based on the status update received by the PRG
- Tracking resolution and updating KB
- Callback the user and confirm resolution (where ever applicable)
- Undergoing mandated process training as defined by the project
- Create internal knowledge base / White papers
- Proactive Remedy Queue Management
Wymagania
- Should have knowledge in Service Desk Operations
- Should have analytical & reasoning skills
- Technical knowledge on AD, O365, Win10, SCCM.