• Receives incident / service requests from call acceptance and/or level 1 agents and from atomized incidents.

• Provides technical support to address more complex / difficult service issues.

• Performs technical analysis of specific incidents and service requests, including check of ticket history.

• Leverages the corporate knowledge base, log files and journal data to analyze failures and guide customers through incident resolutions steps, including through remote access of the customer environment.

• When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision.

• Gathers recurring / systemic failure information and develops reports for management.

• Provides hardware and software training and advice for less experienced team members.

Required Qualifications

• Education or equivalent work experience required.
• Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
• Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.
• Basic Knowledge on SQL, Networking, Power shell, CMD and computer hardware components.