First Line Support - Romania

Company: CV-Library
Job type: Contract

Analyst would be responsible for handling L1 issues reported with the helpdesk, this may include, but not restricted to the following.

· Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information.

· Tracking and classifying incoming incidents or service requests, attempting initially solutions.

· Provides initial assessment of categorization and prioritization for reported Incidents and

· Service Requests and provides initial support, targeting a higher level of first contact resolution

· Ensures Incidents and Service Requests are properly assigned to appropriate support groups.

· Perform hierarchical escalation to Service Desk Management and Incident Management

· Provide communication to end users concerning the status of Incidents and Service Requests.

· Attending call from Local site - user walk-in support

· Attending issue over Skype chat / MS Teams

· Assigning ticket to appropriate team member and If issue resolution beyond Hotspot, then assign ticket concern team.

· Try to resolve the issue based on knowledge base article.

· Tracing the tickets if not closed within same day - with users for user pending tickets and with Analysts if the tickets are active.

· Create and Send daily pending incident reports

· Create Excel sheets for uploading on feedback website

· Create tickets with all proper details in one go so that analysts need not seek those details from end users

Must Know:

· Expertise in English

· Basic Computer operations

· MS office with good proficiency in Excel

· Pleasing personality and capability of handling multiple end users.

· Quick learning skills as a lot of engineering topics would need to be understood.

· Previous experience as ServiceDesk and/or Service Now tool will be a plus

· Having worked with engineering community before will be added advantage

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