Responsibilities:
- Acting as initial contact point for company users to collect information about user problems and request for IT service as established by policy and procedures guidelines
- Registering all support calls into the Call Tracking System with detailed problem information and possibly taking steps to attempt resolve them.
- Assigning support tickets to appropriate IT resources.
- Periodically monitoring open tickets escalating them to appropriate resources to ensure resolutions of issues in a timely manner
- Follows up appropriate departmental procedures established by the management.
- Makes recommendations to maintain update and improve Service Desk knowledge base and related documentation on an as needed basis
- Answers phone calls or email queries in a timely courteous and professional manner
Requirements:
- 1+ year of experience as Service Desk Agent / Coordinator
- Languages: Azerbaijan, English, Russian
- Understanding of ITIL methodology is a plus
- Excellent written, verbal communications and client relationships skills
- Strong organizational, multi-tasking, detail-oriented and time management skills
Terms and Conditions:
- Location close to the city center
- 5/7 working days
- 09:00-18:00 working hours (including 1 hour for lunch)
- Fixed salary
To apply for this position please submit your CV to cv@smartsolutions.az, specify position title in the subject line.