Front Desk (Help Desk) Staff

Job Description

Front Desk (Help Desk) Staff – IT Telecom Domain

A – Accountabilities:

–         Create and resolve trouble tickets using trouble ticketing system.

–         Escalation of tickets received it from Call Center team that they can’t resolve from their side.

–         Escalation of tickets for any application issues belong to the back office.

–         Escalation and assign issue to higher level, based on escalation matrix.

–         Ensure SLA’s are achieved and client expectations are met (or exceeded).

–    24/7 operations, First level support in providing technical support for Network and Systems related incidents/requests.

–  Generate regular and Adhoc reports.

–         Create TTs and Escalating for any major issue. (P1 &P2).

Skills

B – Experience:

2/- to 7/- years experience required

C – Education & Qualification:

–      Bachelor of IT or computer science or equivalent

–   CompTIA A+, ITIL

–      Good ITIL Knowledge.

–      Very Good Knowledge of ticketing Systems.