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Service Desk Operations Specialist
il y a 1 mois
As a Senior Service Desk Specialist at Evernex, you will play a critical role in providing exceptional customer service and technical support to our clients.
Key Responsibilities:
- You will assist customers with incident qualification by collecting necessary logs to determine an action plan, utilizing our log collection tool to streamline the process.
- You will help mentor junior Service Desk Specialists and report any sensitive matters to the Service Desk Manager for attention.
- You will collaborate with the Supply Chain buffer implementation team to collect configuration logs required for implementing local buffer stocks.
- You will provide training and support to junior Service Desk Specialists.
- You will handle VIPs and global accounts, including complex customers with specific workflows.
- You will coordinate both emergency and non-emergency responses to calls for service and manage these responses through our Evernex ticketing tool.
Job Requirements:
- You must have at least 5+ years of customer service experience with daily direct contact with customers in a services-oriented position.
- Experience in an IT service desk environment is highly desired.
- First Level Support Experience is essential.
Profile Description:
We are seeking individuals with excellent written and verbal communication skills (both in English and French). Analytical skills to understand ticket trends, priorities, and eventual need for process improvement are also crucial. You should be able to work in a fast-paced and multicultural environment, building positive relationships and demonstrating commitment to seeing activities through to completion. The ability to work unsupervised, in teams, and stand alone is necessary. Additionally, flexibility for non-standard work shifts and adaptability in learning new technologies are preferred.
