Job Description
Responsibilities:
- Monitor and distribute incoming tickets to ServiceDesk Agents
- Identify and assign priorities to incoming tickets
- Ensure customer service is timely and accurate based on KPIs and SLAs
Qualifications:
- Minimum eight years of IT support experience, including 3 to 5 years in HelpDesk or Call Center management and at least four years leading teams.
- Proven competency in written and verbal English communication and customer service excellence.
- Advanced proficiency in MS Office Suite (Excel, PowerPoint, Outlook, Word) and Windows 11
Additional Experience:
- Industry certifications (Microsoft, Cisco, CompTIA, HDI, etc.) are preferred
- ITIL v4 Certified
- A bachelor’s degree in computer science, information systems, or a related field
About J.S. Held
J.S. Held is a global consulting firm that combines technical, scientific, financial, and strategic expertise to advise clients seeking to realize value and mitigate risk. The firm provides a comprehensive suite of services, products, and data that enable clients to navigate complex situations.