Senior Service Desk Representative

Responsibilities

• Receives incident / service requests from call acceptance and/or level 1 agents and from atomized incidents.
• Provides technical support to address more complex / difficult service issues.
• Performs technical analysis of specific incidents and service requests, including check of ticket history.
• Leverages the corporate knowledge base, log files and journal data to analyze failures and guide customers through incident resolutions steps, including through remote access of the customer environment.
• When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision.
• Gathers recurring / systemic failure information and develops reports for management.
• Provides hardware and software training and advice for less experienced team members.
• - Monitor and support .NET applications - Analyze logs - Investigate production issues - Perform SQL troubleshooting - Handle incidents through ServiceNow - Work with development teams - Prepare RCA reports

Qualifications

• Required Qualifications
• Education or equivalent work experience required.
• Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
• Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.
• Required Skills: - 2–5 years Application Support/L2 Support - .NET application support - Strong SQL querying - Log analysis - IIS and Windows Server knowledge - ServiceNow/Jira familiarity - APIs and integrations knowledge
• Preferred Skills: - Splunk/Kibana/App Insights - ITIL certification - Azure application support - PowerShell basics

Company