Associate Service Desk Specialist

2 weeks, 2 days ago
Junior
Customer and Technical Support
Ensono

Ensono

Ensono provides comprehensive hybrid IT solutions and governance, enabling businesses to navigate complexity and modernize their technology infrastructure, from cloud services to mainframe systems, tailored to each client's unique journey.

IT Services
1K-5K
Founded 1969

Description

  • Provide first-level support and act as the initial point of contact for computer and network-related incidents, requests, and issues.
  • Respond to issues through online/automated systems, phone, and email communications.
  • Capture, document, and prioritize relevant information in the tracking system.
  • Investigate problems and provide immediate resolution when possible.
  • Assign unresolved issues to the next level of support and coordinate follow-up.
  • Propose solutions for second- and third-level problems and assist resolution teams.
  • Act as incident coordinator by keeping affected parties updated throughout the incident lifecycle.
  • Follow up on post-resolution customer surveys to support satisfaction and process improvement.
  • Ensure response and resolution times meet client service level expectations.
  • Develop knowledge base entries for common problems, known errors, solutions, and workarounds.

Requirements

  • Minimum of 2 years of related experience, or equivalent work experience.
  • Functional knowledge of Ensono products, tools, customers, and support policies and procedures (preferred).
  • Ability to handle high, moderate, and low complexity assignments with ownership.
  • Ability to mentor less experienced associates in the role.
  • Ability to provide support across multiple communication channels, including online, phone, and email.
  • Ability to prioritize issues and manage incident status updates effectively.
  • Travel requirements to be determined by location or department.
  • Years of experience should be disregarded for UK roles.

Interested in this position?

Apply directly on the company website

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