Service Desk Executive

Job Description

Level I Service Desk Technician Responsibilities Responsible for responding to customer requests, including but not limited to, answering calls via a phone queue, customer emails, chat support requests and providing after hours on call support for troubleshooting technical issues. Support end-user devices/peripherals, including but not limited to computer hardware, operating systems, communications, software applications, data processing and security. Support activities include supporting end-users accepting IT break-fix requests from customers across multiple entry points, providing IT break/fix issue resolution or escalation of the issue to the appropriate team. First line help desk; resolve basic level 1 and some level 2 issues including remotely troubleshooting issues relating to hardware and software (typically Windows, Mac OS, Apple, Google for Work, Android Phone Support, MDM, AirWatch etc.) Exposure to retail industry devices such as Point-of-Sale devices, Zebra devices, switches, routers, printers, other store equipment devices is preferred. Perform post-resolution follow-ups to help requests or incidents. Research issues and resolves technical problems. Creating/updating knowledge articles and support processes functions Qualifications Experience Min. 6 Month to 1 Year (Mandatory) and 1 to 2 Years (Preferred) Exceptional written and verbal communication skills with SVAR score of 65 or above. Exceptional ability to multitask. Exceptional ability to adapt and learn new platforms and skills on the fly. Exceptional sense of urgency Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Ability to work under pressure involves dealing with constraints which are often outside of your control - these might be resource or time constraints, the difficulty of the task or having insufficient knowledge required to complete the task, or unforeseen changes or problems. Good to have - Experience using and proficient in Apple hardware, Mac OS, Google (G-Suite), Windows and Office365 Good to have ITIL Knowledge Graduate from an accredited institution or Under-graduate with relevant technical experience Previous customer/technical support or technology experience