
User Experience Resolution Specialist
1 week ago
Helpdesk Support Executive is a critical role in ensuring seamless user experience and efficient resolution of technical issues.
Key Responsibilities- Provide prompt and effective helpdesk support to users through various communication channels including phone, email, chat, SMS, and monitoring alerts.
Some key tasks include diagnosing technical problems, escalating complex issues to the technical support teams, communicating user concerns, requirements, and feedback clearly to the support teams, providing continuous support and communication to users, responding efficiently and accurately to user inquiries, conducting remote troubleshooting using diagnostic techniques, delivering precise information regarding IT products and services, and monitoring progress and following up with technical teams until issues are resolved and service requests are completed.
Qualifications- Bachelor's degree in information systems, computer science, programming, or a related field.
- ITIL Foundation Certification is preferred.
The ideal candidate should possess excellent communication and relationship-building skills with both users and internal teams, strong problem-solving and analytical thinking abilities, solid understanding of computer systems, mobile devices, and related technologies, and capability to set realistic timelines for resolution, follow up on issues, and ensure successful closure.
BenefitsThis role offers flexibility to work in shifts, including weekends and public holidays, as per a rotating schedule, and must be available to provide 24/7 support coverage and fill in during team absences when needed.
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