Senior Service Desk Representative(Security Monitoring)
- Hyderabad, Telangana
- Permanent
- Full-time
- 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.
- 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.
- #LI-KK3