IT Service Desk experience 1-3 yrs
SOP based SAP L1 functional support
Experience working with Service Now to log, track, close tickets
Experience in resolving IT issues via phone/email/chat
Excellent telephone etiquettes and customer service
Excellent troubleshooting skills
Understanding of infrastructure management processes and ITIL framework
Good communication (written & oral), presentation skills, quick learner, self‑initiated, team player, open to work in shifts
Versátil to work in a 24 x 7 Environment
Excellent time management skills and ability to work under pressure
Continuous commitment to professional development
Language
Portuguese and English
Responsibilities
Provide 1st line technical support, answering support queries via phone, email, chat and web
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Take ownership of user problems and be proactive when dealing with user issues
Log and verify customer details
Identify the issue and categorize/prioritize the incident
Create a ticket in CRM tool like Service Now
Refer to knowledge base for workaround/resolution and attempt resolution
Have strong interpersonal skills
Work effectively in a dispersed team and individually
Reassign ticket to L2/L1.5 if unresolved by L1 (wherever applicable)
Reassign ticket to other resolver groups if unresolved by L1 (wherever applicable)
Route/chase tickets with other resolver groups
Record trend of calls and identify outages proactively
Perform callbacks for customers not reachable or on request
Identify trend of calls/tickets and highlight to L1.5/Team Lead for outage confirmation
Create child tickets and tag them with problem ticket
Callback the user and confirm resolution (wherever applicable)
Handle issues using remote tools
Recommend updates to the KB database
Experience
1. 3 Years
About Us
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