The position's primary requirement is supporting the users' queries via calls
Service Desk L1
1. Take calls from global customers and provide the right response, positively, professionally and achieve customer delight.
2. 2 + years of call taking experience
3. Good communication skills – English and Dutch and Any other languages will be an added advantage.
4. Troubleshooting Hardware/Networking/OS related queries over phone. This involves working across different time zones
5. Service Now Knowledge will be an advantage.
6. Strong problem solving, priority setting, and collaboration skills.
7. Good knowledge with infrastructure environments (e.g. operating system, hardware, data center, security, network, voice, end user and server / web related applications)
8. Keep up to date knowledge on continuous enhancements to IT, tools, and processes within the internal knowledge base
Review, triage, respond, update, and assign tickets within the ticketing system
Ability to troubleshoot along with the end user by simplifying technical language
Ability to understand technical details to determine root cause and escalate issues to appropriate teams