The person employed in this position represents the first line of support for IT clients, receives/solves IT tickets by phone, chat, e-mail, and self-service, uses the knowledge base, procedures, and defined steps to solve the client's problems. This role collaborates with all IT teams responsible for initiating escalation tickets within all infrastructures (desktop, network, and servers), to provide a certain level of service. Proactively identifies and analyses issues (including P1 incidents, logging, analytics, and vendor alerts) and manages issues to final resolution. Person in this position is continuously working on improving service delivery procedures and standards to ensure best engineering practices are applied.
Key Responsibilities:
- Serve as the first point of contact for user support through phone, email, chat and or self-service
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Escalate unresolved issues to the next level of support personnel through documented process
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs within ServiceNow
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
We are looking for a person who is or has:
- Min. 1 year experience as an IT Service desk technician
- Good understanding of computer systems, mobile devices and other tech products. Windows 10, MAC OS, Office365 and other various applications
- Ability to diagnose and resolve basic technical issues, utilize knowledge base
- Proficiency in English, Additional Languages a Plus
- Excellent communication skills
- Customer focused
Interested?
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
We aim to give our candidates the best experience possible. This means we will only get in touch if you have been shortlisted for the role.
Ellis Enterprises East doo Kruševac
Naša tradicija potiče od davne 1866. godine kada je Dr. Džon Elis u nedostatku odgovarajučih lubrikanata za parna vozila izumeo prvi petrolejski lubrikant koji može da podnese veoma visoke temperature i štiti mašinu vozila. Nakon godina korišćenja parnih mašina prešli smo na benzinske motore, a Valvoline 1918 pravi prvo motorno ulje koje eliminiše potrebu za još 18 posebnih lubrikanata. 1954. godine u skladu sa V8 motorom Valvoline razvija…