It Helpdesk Executive Job in Yorshr

Requirements: Bachelor s degree (preferably engineering) in computer science, information systems, or similar. At least 1-2 years experience in an IT performance analysis and end-user support role. In-depth and current knowledge of computer programs. Proficiency in customer relationship management (CRM) and task management software. Exceptional analytical and problem-solving skills. Proficiency in English (Verbal and written) communication skills Advanced collaboration, communication, and interpersonal skills. Excellent organizational and time management skills. Flexibility to work on weekends. Responsibilities: Act as the first point of contact for customers seeking technical assistance over the phone or email Receive and log calls in the ITSM tool. Service ownership SPOC for all tickets. Identify and diagnose issues/problems. Provide a preliminary level of troubleshooting through diagnostic techniques and advise users on the appropriate course of action. Categorize the incidents and queries, follow-ups and provide solutions/update status to the customers Determining the best solution based on the issue and details to the customers. Keep an eye on the agreed SLAs and escalate when appropriate To identify the root cause of the incidents. Testing and analyzing IT system and software performance on a regular basis. Documenting processes and maintaining service desk records Collaborating with internal departments to ensure that IT needs are met. To analyze potential SLPs (Service level protocol) improvements and look for future business opportunities with the customers.