Service Desk Engineer Service Desk Engineer …

Service Desk Engineer Key responsibilities

• Handling end user calls, chat, email, Web Tickets
• Providing first level resolutions
• Ticket creation/Categorization / Prioritization
• Ticket escalation to respective Support Group
• Incident resolution and recovery
• Ticket Closure

Skills and experience Required

• More than 2 year's experience in 24x7 operations.
• Candidates earlier worked in technical contact/call centers in a voice support process preferable
• Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe, Apple, Google, etc)
• Troubleshooting skills on VPN connectivity, dial up , wireless routers
• Knowledge on active directory, domain controllers,
• Exposure to password reset tools
• Troubleshooting experience using remote control tools
• Trouble shooting skills and experience in handling O365, Exchange(Outlook)/Lotus Notes environment
• Good communication skills and customer management experience
• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
• Willing to work in 24x7 environment
• Good Analytical & Coordination skills are essential.
• Basic Customer service skills
• Basic understanding of Computers and Trouble shooting skills required.
• Customer service orientation and ability to work in a team
• Good interpersonal and communication skills
• Excellent Soft skill, Communications skills(Voice & Email) to handle global customers
• Strong keyboard skills
• Ability to perform in adverse situations
• Fluent English and Norwegian are required.