Service Desk Agent

• Technical and Professional Expertise:Customer Handling Skills Good communication skills (Fluency in English is a must) Incident management and usage of ticketing tools
• Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related troubleshooting skills
• Unparalleled Listening and Comprehension capabilities
• Ability to keyboard to capture important details on a call for documentation ITIL Basic Knowledge, Proficient in handling customer queries
• Responsibilities:Provide direct technical assistance to customers via phone, email, and chat
• Identifies issues create Service Request or Incident based on the issue type and provide L1 resolution
• Work diligently towards achieving KPIs/SLAs as part of a multi skilled team
• Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements
• Should flag any priority incidents immediately to the SME
• Ensures Incident records are kept up to date throughout the life of the Incident, additional information is documented as it becomes available, and progress updates/user chases and other actions are taken towards resolution
• Receives successfully completed Incidents/Changes/Service Requests and closes the record accordingly
• Executes required tracking of knowledge base usage and opportunities (voting and rating as required) as well as Sense and Respond activities/actions
• Provides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly
• Monitors auto-generated incidents from event / monitoring, ensuring that they are correctly prioritised, and action taken accordingly
• Understands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informed Identifies Incidents that require management through additional processes

Role:IT Support - Other

Industry Type:IT Services & Consulting

Department:IT & Information Security

Employment Type:Full Time, Permanent

Role Category:IT Support

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