Technician Retail Service Desk

About the Role
As a vital part of our team, you will ensure the full availability of Service Desk telephone and email support 24/7, 365 days a year. You will serve as the first point of contact for customers seeking technical assistance, employing your troubleshooting skills and thorough knowledge of our products and services to resolve issues promptly.

Key Accountabilities

• Ensure full availability of Service Desk telephone and email support 24/7, 365 days a year.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Pro-actively monitor support mailboxes and log incidents in the system.
• Resolve or escalate customer reported incidents and service requests; log them in the service desk tool.
• Communicate effectively through excellent verbal and written communication skills.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Direct unresolved issues to the next level of support resolver group.
• Provide accurate information on IT products and services.
• Record events and problems, including their resolutions, in logs.
• Follow up and update customer status and information.
• Relay feedback or suggestions provided by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Qualifications

• B.Sc. in Telecommunications or Computer Engineering.

Experience

• 1-3 years of solid experience in a telecom environment.
• Telecom Engineering graduate or equivalent.

Skills

• Proficient in using the HP Service Management tool.
• Proficient in MS Office.
• Ability to work effectively in a 24/7/365 environment.
• Friendly demeanor with strong customer service skills for clear communication of technical situations to non-technical personnel.
• Ability to handle multiple tasks simultaneously, prioritize, and demonstrate excellent follow-through on assigned tasks.
• Clear and concise communication skills, both orally and in writing.

Important
After reviewing the key responsibilities and deciding to apply, you will need to complete an AI-based chat interview as part of the application process. This interview is not timed, but please complete it within a reasonable period so your application can move forward.