05 ott - Bari
Ltm
Role Description
Role- Technical Helpdesk Coordinator Level 1
Location- LTM Client - Italy Bari, Apulia (5 days Onsite)
Detailed Job Description
Key Role Responsibilities
First point of contact for all end user reporting technical issues over the phone Chat or email or web
Responsible for providing the first line of technical support of hardware Operating Systems subsystems andor applications for customers andor employees
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Applies basic diagnostic techniques to identify issues investigate causes and recommend solutions to correct common failures
Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements
Escalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups
Maintains call quality and response times as per the agreed SLAs Strict adherence to meeting all the agreed SLAs and KPIs
Log all incidents and requests in the ITSM tool Maintains records of calls and ensure all cases are updated in the system and categorize and record reported queries and provide solutions
Advise users on appropriate course of action
Monitor issues from start to resolution
Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate
Maintains records informs users about the process and advises relevant persons of actions taken
Adhere to the documented policies and procedures
Pass on any feedback or suggestions by customers to the appropriate internal team
Engages other support teams or resources as when appropriate to resolve tickets
Use appropriate CTI classification for incidents and requests
Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates
Maintain confidentiality wi
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