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Job Description

About The Helpdesk Service Role

  • Perform initial problem determination support
  • Handle service entitlement failures associated with requests for in-scope services
  • Assigning records to other support groups, as required.
  • Performing the role as the account's advocate when dealing with other support / resolver groups
  • Initiating service outage procedures as required
  • Action requests for password resets and manage the requests to satisfactory completion
  • Log all interactions with accuracy via established business processes and tools
  • Advise and guide the client regarding the use of a broad range of products, offerings, and services
  • Following a standard call flow and problem handling process
  • Identify, resolve, and close the issue or route the incident record to the appropriate level of support
  • Use technical resources and tools to support the client by answering questions and responding to client requirements
  • Utilize client products, technologies and industry services skills to identify issues which may be related to product installation, update, configuration, operations, or performance
  • Guide the client and advise on potential resolutions, implementation and play a key role in overall client satisfaction
  • Manage and update inventory for software licences, hardware, and reporting

Key Skills