FAQs
What are the primary responsibilities of a Service Desk Representative?
The primary responsibilities include providing proactive user helpdesk services, diagnosing and resolving hardware and software issues, performing software distribution, updating and managing tickets, and ensuring effective communication with customers.
What qualifications are required for this position?
A minimum of 2-4 years of relevant experience in Service Desk Support, or an equivalent combination of education and experience, along with good local/client's language skills and business English skills, both written and spoken.
Will I be working independently or as part of a team?
You will be working as part of a team, interfacing with customers and internal departments while also assisting less experienced team members and providing guidance as needed.
Are there opportunities for process improvements in this role?
Yes, you are encouraged to define and recommend working practices and other process improvements, as well as proactively inform management about potential problems and improvements.
How will my performance be evaluated in this position?
Your performance will be evaluated based on the achievement of established KPIs and your ability to effectively resolve customer inquiries and issues.
Is training provided for less experienced team members?
Yes, as a Service Desk Representative, you will be expected to advise and provide guidance to less experienced team members on processes and deviations.
What tools and resources are available for completing tasks?
You will have access to available tools and resources, including remote tools, to accomplish your tasks effectively.
How do I report faulty master data?
You are responsible for reporting any issues related to faulty master data as part of your job duties.
What is the importance of maintaining the knowledge base?
Maintaining the knowledge base is crucial for ensuring that the solution tree and information are up to date and can be appropriately applied to address customer issues.