Helpdesk Agent

About The Role:

• Perform initial problem determination (Level 1 support) with related hardware, software and services support
• Provide technical advice / guidance / troubleshooting / support to B2B end users within specified SLAs
• Handle service entitlement failures associated with requests for in-scope services
• Assigning records to other support groups, as required.
• Performing the role as the account's advocate when dealing with other support / resolver groups
• Initiating service outage procedures as required
• Action requests for password resets and manage the requests to satisfactory completion
• Log all interactions with accuracy via established business processes and tools
• Advise and guide the client regarding the use of a broad range of products, offerings, and services
• Following a standard call flow and problem handling process
• Identify, resolve, and close the issue or route the incident record to the appropriate level of support
• Use technical resources and tools to support the client by answering questions and responding to client requirements
• Utilize client products, technologies and industry services skills to identify issues which may be related to product installation, update, configuration, operations, or performance
• Guide the client and advise on potential resolutions, implementation and play a key role in overall client satisfaction
• Understand, adapt, and contribute to the improvement of various SLA’s, SLO’s and KPI's in line with the customer expectations
• Manage and update inventory for software licences, hardware, and reporting