At TLScontact, we work with governments from around the world to provide visa and consular services on their behalf to travellers and citizens. Our core expertise, built up in visa processing, enables us to apply our secure processing experience to a wide range of government and citizen services, both abroad and in-country. Harnessing new technology, we support governments in their digital transformation, helping to improve efficiency and enhance customer service. In May 2024 we achieved Great Place to Work® certification for the fourth consecutive time in 47 countries, representing 96% of our workforce.
We are looking for a full time Service Desk Analyst in Yerevan, Armenia.
Working days will be from Monday-Friday (40 hours per week).
Main Missions:
· The Service Desk Analyst is the first point of contact for users seeking technical assistance.
· This role focuses on efficient issue and request management, providing technical support and guidance, and ensuring accurate ticket classification.
· The analyst contributes to maintaining the knowledge base and collaborates with other teams to resolve incidents and improve service delivery.
Key Responsibilities:
- Issue and Request Management:
- Receive, log, and classify issues and requests from users.
- Perform initial troubleshooting and resolve technical faults when possible.
- Reassign unresolved issues to appropriate teams with clear, detailed information.
- Process user requests related to onboarding, account creation, hardware provisioning, and other IT services.
- User Support and Guidance:
- Provide step-by-step guidance to users to resolve common technical issues.
- Act as the primary point of contact for user concerns, ensuring clear and professional communication.
- Deliver proactive support to enhance user productivity and minimize disruptions.
- Knowledge Management:
- Create and update user guides, FAQs, and service documentation for IT applications and services.
- Share relevant knowledge with users and internal teams to improve self-service capabilities.
- Ticket Classification and Reporting:
- Accurately classify tickets based on priority, impact, and category to streamline resolution workflows.
- Maintain detailed ticket records and generate reports to track performance metrics.
Required Skills and Qualifications:
· Diploma or degree in computer science or equivalent professional trainings.
· 1+ years of professional experience with technology systems engineering.
· Experience in an IT support or customer service role.
· Excellent communication and team collaboration skills
· Strong problem-solving, critical thinking and analytical skills
· Exposure to international and multicultural work environment
· Fluency in English (B2 level equivalent)
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