职位描述
职位职能: Helpdesk 技术支持
职位描述:
Job Duties:
- Handle acceptable volumes of user requests/calls and complete them in the specified Turn Around Time;
- Identify the customer requirements accurately. User requests should be fully analyzed and processed by following the standards, procedures and policies;
- Confidently guide and advise users in a structured manner with full explanation of issues, establish positive relationships and maintain effective liaison with all departments; operate in accordance with agreed procedures, standards and policies;
- Perform as per the set quality standards and procure satisfactory rating in the quality audits performed by Technical/Quality leads.- Work on feedback and ensure errors are not repeated;
- Work on feedback and ensure errors are not repeated;
- Contribute to Service Delivery and providing impeccable service to our users;
- Handle change and stay focused under pressure.- Identify and resolve complex issues on a day-to-day basis escalating if required to the relevant support areas and senior management;
- Co-ordinate with business area for any escalations raised by the user;
- Assist peers/new joiners and keep information of the latest developments;
- Take up additional tasks/delegations from the line manager
