Technical Support Specialist
3 weeks ago
As a Service Desk Agent with iOCO, you'll play a vital role in delivering exceptional customer service and technical support. You'll be the first point of contact for users, handling incoming calls and providing timely and effective assistance to ensure their satisfaction.
Your Responsibilities- Logging and Allocation - Efficiently log and allocate incoming calls, ensuring all calls are attended to and closed.
- Call Logging - Log all calls within the ITSM tool as per required operational processes.
- Team Support - Assist the team with work overload as needed and ensure general administration work is up to date.
- Customer Liaison - Maintain a high level of customer liaison at all times, interacting professionally and resolving issues effectively.
- Escalation Procedures - Follow appropriate escalation procedures as needed.
- Operational Manuals - Ensure adherence to client-specific Operational Manuals.
- Pressure Management - Work well under pressure to meet customer expectations.
- Experience - 1-2 years in an IT service desk environment, 1-2 years in customer service, and 1-2 years in First Call Resolution.
- Certifications - A+, N+, or higher preferred. ITIL v3 or ITIL 4 preferred.
iOCO is a dynamic organization that delivers outstanding client experiences through sustainable, innovative IT infrastructure solutions. We're a community of skilled professionals dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do, and their satisfaction fuels our fire and propels us forward.
Why Choose iOCO?At iOCO, we're challengers, disruptors, and innovators. We partner with clients to help them conquer business challenges while they focus on scaling their empires. Our work environment is collaborative, and our team is passionate about delivering exceptional results. If you're looking for a professional journey that embraces excellence without compromise, join us at iOCO.
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