Associate Technical Support – Customer Excellence – H One (Pvt) Ltd

Job description

The Job:

· Serve as the initial point of contact for all Azure, infra support and o365 IT-related inquiries and issues from clients.

· Acknowledging, updating, and escalating the ticket to the next level via phone adhering to established service level agreements (SLAs) with cx.

· Gathering required details to resolve Azure, infra support and o365 IT-related issues for clients, updating with proper work note in the ticketing system.

· Make sure high & medium tickets are regular follow up with support team and Microsoft team until it gets resolved.

· Assessing customer feedback and satisfaction metrics to identify areas for improvement and opportunities to enhance the customer experience.

· Document all support interactions and resolutions accurately in the ticketing system.

· Assist with the setup and configuration of end-user devices, including desktops, laptops.

· Provide guidance and assistance to end-users on IT policies, procedures, and best practices.

· Collaborate with other IT teams to identify and implement solutions to recurring issues.

The Person:

· Bachelor’s degree in Computer Science, Information Technology, or related field (preferred) or equivalent work experience.

· Proven at least 1 year experience in a technical support role, preferably in a service desk or help desk environment.

· Familiarity with ITIL principles and best practices.

· Excellent communication skills, with the ability to convey technical concepts to non-technical users effectively.

· Strong problem-solving and troubleshooting skills, with a keen attention to detail.

· Ability to work independently.

· Positive mindset with Can do attitude.

· Should be a team player