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Service Desk Support Specialist
2 months ago
The Service Desk Engineer plays a vital role in ensuring the seamless delivery of service desk support to clients. As a key member of the Zenzero team, you will provide exceptional support to customers, navigating a diverse range of products, services, and platforms.
Key Responsibilities:- Respond to customer inquiries via phone, resolving issues efficiently and effectively, where possible.
- Work on assigned tickets, leveraging various channels, including telephone, portal, booking systems, email, and chat.
- Accurately record work and time, utilizing tooling to enhance accuracy and timeliness.
- Communicate with customers through suitable channels, maintaining professional standards in written and verbal interactions.
- Adhere to performance targets, including KPIs and SLAs, to ensure optimal service delivery.
- Foster strong relationships within the Service Desk team, other departments, and the wider organization.
- Collaborate with Team Managers, Team Leaders, and Account Managers to drive positive outcomes for customers.
- Demonstrate technical capabilities relevant to the role, potentially through a Zenzero technical assessment or recognized vendor certification.
- Hold a Pluralsight Foundation role at Average or above.
- Possess a Foundation level Microsoft certification or equivalent.
- Exhibit strong interpersonal and communication skills to perform the role effectively.
- Fluency in English, both written and spoken.
