Service Desk Representative (225-717)

As a Service Desk Representative, you will be the first point of contact for clients seeking technical assistance over the phone, email, or through chat. Your role is crucial in ensuring that customers receive timely and efficient support. You will use your knowledge and expertise to diagnose issues and provide solutions, while maintaining a high level of customer service standard. You'll work closely with other IT teams to escalate complex issues and maintain communication with customers until their issues are resolved. This position is ideal for individuals who have strong problem-solving skills, excellent communication abilities, and a passion for customer service.

Responsibilities

• Respond promptly to customer inquiries and provide timely assistance via phone, email, or chat.
• Identify and diagnose technical issues through effective questioning and troubleshooting methods.
• Resolve technical problems by following standard operating procedures and guidelines.
• Escalate unresolved issues to appropriate internal IT teams for further investigation.
• Maintain an accurate record of interactions, issues, and resolutions in the ticketing system.
• Provide customers with step-by-step assistance to resolve their issues comprehensively.
• Continuously update knowledge of evolving technologies and software used by the organization.
• Collaborate with team members to share solutions and improve service processes.
• Monitor and prioritize customer support requests to manage workload efficiently.
• Conduct follow-ups with customers to ensure complete resolution of their issues.
• Prepare reports on recurring issues to aid in long-term resolutions and improvement.
• Deliver outstanding customer service to ensure high levels of customer satisfaction.

Requirements

• Proven experience in a customer service or technical support role preferred.
• Strong problem-solving skills and the ability to troubleshoot effectively.
• Excellent verbal and written communication abilities are essential.
• Familiarity with ticketing systems and customer support management tools.
• Basic knowledge of IT systems, networking, and troubleshooting techniques.
• Ability to work independently and handle multiple tasks under pressure.
• Strong interpersonal skills and a customer-oriented approach to problem-solving.