New

Service Desk Specialist

Mumbai, India

POSITION SUMMARY:

Provide timely technical support to IPG associates globally for issues and requests through a variety of channels including Helix, phone, email, and MS Teams. Ensure each reported issue is tracked in the ticketing system and thoroughly resolved or escalated to the appropriate team for resolution.

ESSENTIAL FUNCTIONS:

  • Provide courteous and professional first level support for all reported issues and requests. This could include, but is not limited to: resetting passwords, unlocking accounts, creating/modifying distribution lists, and various other technical issues.
  • Accurately resolve issues in a timely manner with excellent customer service to deliver amazing customer experiences to all associates.
  • Identify when an issue needs to be escalated to Level 2 or Level 3 support for resolution and accurately route the ticket, providing clear and concise notes in the worklog of the ticket with all troubleshooting performed and any relevant information that might aid in resolution.
  • Provide timely and clear communication to end-users to ensure they are aware of the status of their issue or request.
  • Balance phone calls, emails, tickets, direct messages, and escalations from management while also partnering with other IT support across the company to ensure a seamless experience for our end-users.
  • Help to identify problem trends and, where possible, suggest process changes that would help to enhance the customer’s support experience.
  • Align and adhere to Level 1 Key Performance Indicators.

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:

  •  Graduate.
  • Associate's degree and/or a minimum of 2-4 years equivalent helpdesk/call center troubleshooting work experience. 
  • Experience supporting or exposure to software or web-based products preferred in a Service Desk or Helpdesk environment.
  • Proficient with Microsoft Office suite (Outlook, Word, Excel, PowerPoint, Teams, etc.) as well as MacOS, Windows OS, Active Directory, Exchange Admin Console, etc.
  • Experience troubleshooting network and remote access problems as well as a working functional knowledge of ticketing systems.
  • Strong verbal, written, and interpersonal communication skills.
  • Experience working within ITIL framework.
  • Ability to clearly and effectively interact and communicate with customers in a friendly and personable manner via multiple channels (Teams, phone, email, etc.)
  • Strong multi-tasking and time management skills.
  • Passionate about customers and helping them reach their goals.
  • Committed to provide an exceptional customer experience and willingness to do what it takes to make it happen.
  • Process driven to ensure successful customer interactions and issue resolution.

 

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