Full-Time Need Help Desk Executive
Job Description
The Company
N-Able (Pvt) Ltd is a 100% owned subsidiary of Hemas Holdings PLC, In a short period six years, N*able’s position in the market has strengthened significantly. Today, large enterprises and telecom operators, see us as an outstanding information and communications solutions provider. Proof of this estimation comes from two factors: the number of large-sized projects awarded to us, and customers’ readiness to pay significantly higher prices for our services than our competitors’.
The business is comprised of a dedicated team of top ICT industry veterans in the country. We have come together with a shared vision of helping our customers to enable technologies as a strategic business tool to differentiate themselves from their competitors.
Job Scope
- Obtains client information by answering telephone calls or by reading emails; interviewing clients; verifying information.
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
- Updates job knowledge through reviewing the intended documents.
- Ensure callers are treated with respect, consideration and sensitivity
- Take time with each caller as needed (staff is dedicated to meeting the needs and Understanding the concerns of each caller and requires taking the time to listen)
- Create ticket with correct severity level by evaluating client issues.
- Knowledge on creating a trouble ticket in a system.
- Follow-up tickets by maintaining SLAs defined by employer.
- Coordinate with external vendors for SLAs.
- Provide telephone support for LANs, WANs, network segments, servers, storages and IP security products.
- Analyze and isolate issues when reported over the phone.
- Know operations of desktop computers, Laptops, printers, scanners, phones, software deployment, security updates and patches, servers, switches, firewalls, routers.
- Prepare management reports as when required about tickets.
Skills/Qualifications:
Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence, Critical thinking, Responsible for maintain SLA defend by the employer. Knowledge of general purpose IT equipment.
Our Differentiated Approach
- People and skills
- What differentiates N*able in the market is out ability to identify emerging technologies that have sizable business opportunities and our readiness to make investments to build services capability around these technologies.
- Partnerships
- As a result of the investments we are ready to make in emerging technologies and the top engineering skills we possess, global vendors such as IBM, Microsoft, Oracle and emerging partners like Schneider, iCloud and Ericsson, look up to us to form strategic partnerships for their own growth in both in SL and in the region.
- Leadership and Organization Culture
- Leadership encourages, freedom of thinking and decision making, innovation, taking risks and open communication. This lends itself to build in cohesive team that shares the company’s vision and engages the team. An engage team will underpin future growth and success of N*able
What we Offer:
The selected candidate will be mentored and trained by veteran experts. We offer flexible work practices and freedom to exercise judgment and to come up with innovative ideas to develop the business. An attractive package, local and global learning and development opportunities, exposure to global partners/vendors are available for the right candidate.
How to Apply
Send you CV to jobs@n-able.biz, please mention “Help Desk Executive” on the subject of the email application.641 total views, 1 today