International Technical Support/ Service Desk

Job DescriptionResolve End Users infrastructure issues when they seek help from the IT help desk through various mediums like calls, chat, and Service Requests.Roles and Responsibilities:- Incident Management: Handle and resolve technical issues, service interruptions, or customer complaints promptly to minimize downtime and disruptions for clients.- Ticketing System Management: Create, manage, and track service requests or incidents in the ticketing system, ensuring timely responses and resolutions.- Customer Support: Provide first-line support for clients or end-users through multiple channels (phone, email, chat), ensuring accurate solutions and professional service.- Problem Diagnosis: Identify the root cause of issues reported by customers and provide effective solutions or escalate to higher-level support teams when necessary.- Service Level Agreement (SLA) Compliance: Ensure all service requests are handled within agreed-upon SLAs, maintaining response and resolution times.- Kno...