Address
Form of workJob Description
:Work Type
: Willingness to work in a rotational shift 24*7*365.
Language
: Required English + French speaking associate
Qualification :Minimum 4+ years of experience in handling calls/emails in in a international help desk is mustGood understanding and hands-on experience of Incident Management process/prioritization and categorization of incidents is important.
Skills Required
:Excellent Communication skills in English and Norwegian (spoken and written)Handling the Voice CallsITIL process on Incident Management and Service Request fulfillmentDocumenting the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure.Experience in executing the service request raised in the ticketing tool as per the SOP's provided to the team.Basic L1 level troubleshooting of the issues like desktop, network, printer, Active Directory, O365, Lotus Notes and email related issuesMonitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.Proactive problem management is an added advantage.Track the incidents/service requests/problem tickets ...
