About this role
About the Role Administrator (Support & Operations) within the Service Desk team focused on accepting and resolving L1/L2 service requests, incidents and problems. You will work with clients directly via phone and remote tools, monitor events, and contribute to service management procedures to uphold engineering best practices. What You'll Do
- Serve as the first point of contact for customers seeking technical assistance over the phone or chat
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team What We're Looking For
- Strong communication skills to interact with customers over phone and chat
- Experience with remote troubleshooting and diagnostic questioning
- Ability to determine the best solution and escalate as needed
- Comfortable working in a service desk environment handling L1/L2 requests
- Proactive approach to monitoring, incident response and problem management
- Excellent documentation and logging skills
- Collaboration with internal teams to improve service management procedures
- Familiarity with IT products or services