L2 service desk specialist

Job Qualification includes:

• Communication – Listening, Writing, Verbal, Non-verbal, Questioning
• Knowledge – Technical, Business, ITSM (useful)
• Customer service – Troubleshooting, Problem solving
• Increased numbers of incidents and service requests resolved
• The potential to restore services faster
• The potential to improve customer satisfaction
• Provides an opportunity for analysts to educate customers to be more self-sufficient
• Time management
• Personal organizational skills

Tools and Technology Usage include remote support, instant messaging, e-mail, chat to:

• Restore the customer’s technology to a functioning state
• Overcome communication barriers
• Enhance the customer and service desk relationship
• Improve first contact resolution rate
• Reduce the number of escalated calls
• Reduce lost customer productivity by reducing time to resolution
• Will be handling a voice account, and if required, additional contact channels as well such as Chat, Email, Self Service Tickets; Tools - Service Now, JIRA

Qualities for staff include:

• Accepts change and adapts easily
• Learns quickly
• Multi-tasks
• Good temperament (patient, empathetic)
• Problem-solver
• Customer service approach
• Accepts personal accountability
• Self-motivated
• Team player
• Follows policies, procedures and guidelines
• Continually improves
• Calm under pressure