Job Description – Service Desk L1 / L2

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•Proficiency in English (written & spoken).

•Dealing with incoming calls in a professional, courteous manner over the phone and via email

•Determining the best solution based on the issue and details provided by customers

•Taking ownership of tickets and managing them in a logical and methodical manner

•Highlight/communicate the Major/scheduled service outage related information to relevant stakeholders & responsible for doing a follow up with L2 support team un l closer.

•Identify and escalate repetitive issues or services risks to the service management teams

•For the Service-desk standpoint, ensure end to end response/workflow of all incident & service requests.

•Provide accurate information on IT products or services. Identify and suggest possible improvements on procedures.

•Coordination with respective Global IT stakeholders and do follow up on ...