Service Desk Specialist

Posted 1 week ago

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

Job Features

Job CategoryTech Support
Job LevelFresher / Entry Level
Experience0 - 5

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