Job description
Position Summary
Position Summary
Help Desk Specialist works in a very dynamic, multilingual and customer-oriented business environment. HDA's first responsibility is to run the first-class technical support with the end user requiring attention. Using known solutions documented in the knowledge bases, the HDA works with customers to solve technical problems remotely, which can be procedures, software, hardware or operational.
Help Desk Specialist
Key Areas of Responsibility:
Key Areas of Responsibility:
Positions primary responsibility will be to ensure that customer faults are being worked in a manner that will result in the achievement of customer Service Level Agreement's (SLA’s) and customer satisfaction; Troubleshoots undocumented problems.
Allocates work load, trains new employees, and provides feedback for improvement; Acts as team leader on large, critical geographic territories, requiring the highest level of skills and experience to meet critical SLA’s
Position requires understanding of Managed Service Centre operations and solid understanding of all MSC support tools
Position responsible for understanding of the end to end processes that underpin quality customer service; Conduct service audits