Role Description:
The
role of Service Desk Specialist is part of the CIS Service Desk team,
which is the public face of IT Services for all CIS offices, by which
the quality of the whole service is judged. It
is vital that all requests for Service Support are logged, monitored,
acted upon and resolved in an efficient and effective manner. The role
holder will be supervised by a Senior Service Desk Analyst located in
Moscow or Almaty.
Their primary duties will include:
· Provide first level technical support for all Computing and Telephony services for all EY Staff based in CIS.
· Under
minimal supervision, respond to end user’s inquiries concerning support
requests, systems status, and network connectivity, aiming to resolve
the issue at first contact.
· Active
management of the existing support calls in the call logging system in
order to provide a first class support service to the user-base.
· Maintain up to date knowledge of IT Services policies and procedures.
· Undertake analysis, diagnosis and resolution of client problems via phone, chat and e-mail contact.
· Log, troubleshoot, and track problems to a successful conclusion.
· Escalate unresolved problems to other support groups to expedite resolution.
· Be available to perform after hours work.
· Perform special assignments as required.
· Perform daily / weekly administrative tasks as required.
· Identify sources and trends of technical problems to prevent future occurrences.
· To
contribute to the continuing development and maintenance of the
knowledge database with the aim of increasing the technical skills of
the wider team Follow up on specific inquiries or requests to ensure
client satisfaction. Identify and escalate major incidents or customer
issues to senior members of the ITSD.
· Proactively work as a member of a team.
Skills required for this job:
· Experience working with customers, dealing sympathetically with their problems under pressure.
· Strong work ethic geared towards exemplary customer service.
· Possess strong written and oral communication skills.
· Excellent team working skills.
· Proactive, organized and able to prioritize tasks.
· Ability to quickly gain knowledge and understanding.
· An analytical approach to identifying issues and solutions.
· Strong problem solving abilities.
· Ability to explain solutions in an effective and customer focused manner.
· Recognizes issues and seek guidance on solutions.
· Able to develop working relationships with staff at all levels.
· Experience in the use of tools, best practices and policies to quickly resolve issues.
· Identify improvement opportunities.
· Flexibility and initiative to anticipate customer needs.
· Dealing with irate clients.
