Job title: Service Desk Specialist
Work Location: Ebene, Mauritius
Experience: 6 months – 1 year
Education Qualification: Bachelor’s Degree or Diploma in IT/Engineering

Roles and Responsibilities:

• Handling emails and phone calls from end users.
  • Probing customer issues
  • Creating appropriate tickets in CRM tool with good issue description,
  • Providing first level of technical guidance over phone
  • Provide first-level technical response over an email
  • Convey resolutions to customer issues or escalate them to the next-level team in Chennai.
• Handling basic change requests
• Handling Temporary, Final, and adjunction requests
• Document all actions in accordance with standard company policies and procedures.
• Notify customer and third-party service providers (Carriers and Field partners) of issues, outages, and remediation status.
• Work with internal and external technical and service teams to create and/or update knowledge base articles.
• Support multiple technical teams in environment /operational environments with high uptime requirements.
• Track, route, and redirect problems to appropriate teams via CRM tools
• Properly escalate unresolved queries to the next level of support
• Preserve and grow your knowledge of service desk procedures, products, and services.
• Maintain the customer SLA’s

Required Skills & Desired Skills

• Bachelor’s Degree or Diploma in IT/Electronics/Communication/Networking/Engineering or CCNA certified.
• Proficiency in French
• Active listener with excellent communication skills
• Sound judgment and critical thinking
• Proven working experience in providing NOC L1 support.
• Customer service orientation