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Core Requirements

Communication:

Excellent verbal and written communication skills, with the ability to express ideas clearly and listen effectively.

Prioritization:

Ability to prioritize tasks and duties to ensure efficient and effective completion of work.

Customer Service:

Exceptional customer service skills, including empathy, sympathy, and understanding.

Dependability:

Dependable, honest, and flexible with excellent attention to detail.

Positive Attitude:

Possess a pleasant personality, positive attitude, and the ability to work with a diverse staff.

Autonomy:

Ability to work independently and follow instructions when necessary.

Organization:

Strong organizational skills, including time management, multitasking, and adaptability.

Problem-Solving:

Ability to identify problems, gather and analyze information, develop alternative solutions, and resolve issues effectively.

Ethical Conduct:

Treats people respectfully, upholds organizational values, and works with integrity.

Analytical Skills:

Possess analytical skills to solve problems effectively.

Adaptability:

Comfortable working in a fast-paced environment and remaining calm in stressful situations.

Job Description

Service Delivery is responsible for providing best in class customer service, aid in resolving all technical issues within defined service level goals, and to ensure defined KPI's are met or exceeded.

Efficient resolution of service tickets with excellent user experience is the goal.

The Service Desk will implement and utilize systems and tools to identify, document, track, and resolve reported tickets. This position will be pivotal in driving continual process improvement to achieve service and performance goals. The ideal candidate will have excellent problem solving and customer service skills, as well as the ability to motivate a team.

The Service Desk Associate works independently in a “hands on” environment, responsible for collaborating and mentoring a technical services team, setting the tone of delivering hyper customer focused support to organizational teammates globally via phone calls, email, and helpdesk tickets.

The position supervises and performs administrative work providing leadership and direct day-to-day management of technical support tickets.

Roles and Responsibilities

• Support Incident, Problem, and Request Management processes leveraging the service framework and best-business practices.
• Manage day to day processes and systems to provide visibility into performance and quality outcomes.
• Ensure service is aligned with department quality standards.
• Communicate openly and authentically with internal team and clients to ensure incidents are acknowledged and addressed in a timely manner and work towards a shared outcome ensuring the best possible user experience.
• Manage and coordinates support issues. Act as an escalation point for all requests and incidents.
• Manage process for communicating outage/emergency activities as per SOP’s.
• Plan, prioritize and delegate Service Requests.
• Delegate service tickets to the correct corresponding service team
• Respond to end-user inquiries in a professional and effective manner.
• Provide feedback regarding service failures or customer concerns.
• Provide best in class support and continual process improvement.
• Manage required resources in accordance with client agreements
• Act as the escalation point and facilitator for severe, critical, or unique issues.
• Foster team cohesion and culture in work settings
• Responsible for adhering on defined KPI's, metrics and goals.
• Assists, escalates, and consults with other team members as necessary to achieve company defined goals.
• Ownership as the 3rd person in the escalation process; and actively respond to queries and handling complaints.

Certification (Good to have)

• ITIL

The Company Offers

• Medical Insurance.
• Performance based Bonus
• Personnel Development Plan.
• Quarterly outdoor recreational activities

Location

• Karachi & Lahore