Technical Help Desk Support
Accept registers Service Calls
Classify Service Calls according to the specified options
Execute 1st attempt to solve the Service Call
Refer Service Call to the appropriate Resolution Owner Support Group
Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to
close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates
Service Call records if necessary. (Note: is responsible that the solution is created but is not
necessarily responsible for the solution itself).
Escalate to the appropriate management level when thresholds are violated.
Close Service Call
Communication (internally / externally) about Service Calls, e.g., communicates the status of the
Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
Report about Service Calls
Communicate response times for dispatched tickets to the customers
Manage the entire service request process ensuring adherence to SLA
Execute service requests such as setting up NT/Outlook accounts as per the SLA
Process and send IT reports
Thorough knowledge of troubleshooting remote access issues
Excellent communication skills, (active listening skills)
Able to articulate and speak with clear voice
Diplomatic and must have interpersonal skills
Able to understand the business’s objectives
Able to understand and accept that the Customer’s issues affect the business and that without
the Customer there is no support department and that the Customer is an expert in their own field
Must have empathy with end users
Professional code of conduct
Must have a good understanding of the organization
Must have basic technical knowledge of all technology used for the business processes.
Able to deal with stress
Good writing techniques (English)
Good phone techniques (English