Service Desk Agent
Service Desk Agent
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Job Description
In this position as a Service desk agent your role will be to provide 1st line support for internal/external users at clients systems operations within their Network Operations Division (where mission critical systems are supported).
This is a great opportunity to be exposed to a market sector where technicians normally dont work with expand your knowledge portfolio and apply IT skills on it. Client offers a multicultural environment.
The Technician will handle customer calls and emails troubleshoot document and resolve IT related issues on scope based on solutions found in the knowledge base. The Technician must work in a timely and efficient manner while ensuring attendance quality and customer service metrics are met.
Key Responsibilities:
Provide 1st Level Enduser support for client users including:
- Support for specific client software and applications (installation error messages tweaking)
- Analyzing support requests sent by the customer by calls mail in person and web submit
- Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system
- Examining all problems evaluating complexity impact and priority.
- Giving required support efficiently and effectively and in accordance with priority impact and SLAs.
- Escalating problems according to procedures; to the client support groups or to the 2nd level
- Ensuring followup of all issues: documenting and fill in ticketing system appropriately
- Assist with defining and documenting knowledge base articles
- Assist with special project work as needed
- Windows troubleshooting (error messages improving performance tweaking system changing appearance and settings)
- Networking (basic userlevel support checking of settings tweaking PC settings for the network checking internet connectivity)
Professional skills and required qualifications:
- Flexibility and able to adapt to different work environment
- IT knowledge and previous experience to be able to resolve IT issues on the go
- Fast learner
- Previous successful customer service experience is considered an advantage
- Strong analytical technical problem solving and organizational skills
- Strong written and oral communication skills
- Team player selfmotivated organized detail oriented and able to handle changing priorities;
- Able to communicate problems/issues to customers in a nontechnical manner
- Flexibility. Working hours: shifts rotation to cover 24/7 (Monday to Sunday)
- Proficiency in English
The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
Required Experience:
Unclear Seniority
Employment Type
Contract
