Found Description
We are seeking a customer-oriented and technically proficient Service Desk Analyst (Voice) to join our IT support team. In this role, you will be the voice of IT, answering incoming support calls from internal employees or external clients. Your primary focus will be to diagnose, troubleshoot, and resolve hardware, software, and network issues over the phone, ensuring a high level of first-contact resolution (FCR) and a seamless user experience.
Key Responsibilities:
Inbound Voice Support & Incident Management
- Answer incoming support calls promptly and professionally, maintaining a calm and helpful demeanour.
- Actively listen to users to accurately capture, diagnose, and triage technical issues.
- Log all interactions accurately in the IT Service Management (ITSM) ticketing tool (ServiceNow, Jira), ensuring detailed notes on symptoms and troubleshooting steps taken.