Service Desk Agent

Fresher Al Kuwait, Kuwait 29 Dec, 2020

Job Location	Al Kuwait, Kuwait
Education	Bachelor's degree / higher diploma
Salary	Not Mentioned
Industry	IT Services
Functional Area	Not Mentioned

?1.?Provide first level contact and convey resolutions to end user issues
?2.?Log and update all supports tickets in?ITSM tool
?3.?Ensure proper recording, documentation and closure of tickets
?4.?Manage Incidents/Service Requests throughout their lifecycle
?5.?Assist Users in resolving Incidents over the phone, remotely or other communication channels
?6.?Attempt resolution for the reported issues and escalate the request to the appropriate team if unable to resolve
?7.?Coordinate between different levels of support for incident resolution
?8.?Handle and resolve calls based on the SLA corresponding to priority
?9.?Send Outage notification Information when requested
?10. Track, quote and redirect problems to correct resources
?11. Update end user data and produce active reports
?12. Follow up with end users and provide feedback and see issues until resolution
?13. Utilize excellent customer service skills and exceed end users expectations
?14. Conduct User Satisfaction Survey
?15. Recommend procedure modifications or improvements

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