Service Desk Officer - IT Support and User Assistance

Trainee Digital Office 2

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About the company

Created in 1828&comma Bureau Veritas (BV) is a global leader in Testing&comma Inspection and Certification (TIC)&comma delivering high quality services to help clients meet the growing challenges of quality&comma safety&comma environmental protection and social responsibility. As a trusted partner&comma Bureau Veritas offers innovative solutions that go beyond simple compliance with regulations and standards&comma reducing risk&comma improving performance and promoting sustainable development.

 

Role Overview:

The Service Desk Officer is the first point of contact for the users who contacts our CPS Service Desk. While providing the highest level of customer service&comma the Service Desk Officer answers incoming emails&comma tracks all information in the ticketing system&comma uses existing knowledge along with their expertise to resolve Level 1 requests in a timely fashion. The Service Desk Officer escalates unresolved problem/issues/requests to the Level 2 and 3 support team. Troubleshooting basic end user issues on various Bureau Veritas applications.

 

Duties and Responsibilities

Primary responsibility is user support and customer service. Being present and available to users requiring technical assistance on applications worldwide. 
Respond to questions from all emails and callers.
Follow standard Service Desk operating procedures accurately log all Service Desk tickets using the defined ticketing system.
Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
Ability to handle constantly changing flow of traffic; remain productive during slow times&comma be able to multitask effectively during busy times&comma exercise patience and professionalism during stressful situations. 
Ability to think around problems and come up with creative solutions is helpful. 
Ability to work with or without direct supervision.
Take ownership and responsibility of an incident from start through to a successful resolution 
Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures.
Communicating with staff or clients through a series of actions&comma either face to face or over the telephone to resolve issues;
Supporting the roll-out of new applications.
Setting up new users' accounts and profiles and dealing with password issues.
Responding within agreed time limits/SLAs to call-outs/tickets;
Working continuously on a task until completion (or referral to third parties&comma if appropriate);
Prioritizing and managing many open cases at one time;
Rapidly establishing a good working relationship with customers and other professionals/teams&comma e.g.&comma software developers&comma operations.

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Skills/Experience:
(Mandatory)

Should be Graduate (B Sc./BCA/MCA/B Tech.)
Exceptional interpersonal skills&comma with a focus on listening and questioning skills.
Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous&comma timely and effective resolution of end user issues
Good understanding of design SQL
Experience of using SQL Developer
Excellent verbal & written communication skills.
Perform post-resolution follow ups to help requests.
SLA knowledge to manage end user expectation.

Skills/Experience:
(Desirable)

At least 1-2 years of experience in SQL and working with Structure Query language

Note:
Kindly note that weekend support is required for this position. Hence consultant should clarify to candidates that weekend off will be provided in between of the week i.e. any 2 days between Monday to Friday which will be decided by Service desk Manager. The person will have to be available during Saturdays and Sundays. 
Shifts will be rotational.

Long Description 3

Long Description 4

Experience Level

Entry Level