Level 1 Agent 0.75 FTE
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Job Location:
Monthly Salary:
Posted on:
14 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Description
The objective of a Level 1 Agent is to deliver in-depth End-user support and strive to deliver a high level of resolution upon the first contact with the End-user. Level 1 Agents will use all available knowledge tools and resources call tracking tools and remote-control software to achieve the defined service level objectives. They are required to quickly diagnose and triage issues resolve Incidents and/or dispatch to the appropriate Resolution Group. They are expected to deliver a high level of customer satisfaction.
Responsibilities
The Level 1 Agent is the first point of contact into the Service Desk via all agreed communication channels and is responsible for contact-registering classification resolution ticket tracking and end-to-end ticket management on the full range of services and applications as defined for the customer. The Level 1 Agent is expected to resolve all issues which can be resolved by the Service Desk and to perform a Log and Dispatch role for the remaining service requests. Excellent attendance and punctuality are required.
- Handle contacts promptly and professionally and ensure delivery of all SLAs
- Create a Ticket for new contacts into the Ticketing Management Systems
- Identify and resolve Customers request problem or incident using the relevant knowledge base tools and other technical resources
- Operate under close supervision
- Follow best practice ticket management processes i.e. ensuring tickets owned are handled and updated daily and every effort is made to deliver service levels
- Fully document every ticket as per the internal quality assurance standards
- Participate in all internal meetings and feedback sessions
- Comply with all internal ticket management processes
- Present a positive effective and flexible contribution to achieving team targets and objectives
- Complete desk specific or ad hoc tasks
- Remain well versed in help desk policies procedures standards and documentation
- Protect confidential and sensitive information and materials
- Collaborate with other team members to provide high quality support
- Ensure constant self-development using day to day work web based training and any other available tool
- Be available for work at the scheduled shift start time and be logged on the telephone system
- Use correct activity phone codes and demonstrate a responsible approach to these at all times
- Adhere to the telephone login procedures
- Pass Acceptance tests (final test calls)
- Mentor new hires during their incubation period (AILP)
- Support the development or improvement of internal trainings and processes by providing feedback and professional knowledge
Requirements
- Customer oriented enthusiastic courteous assertive and motivated to take charge of both customer engagement and problem resolution
- Excellent time-management skills
- Ability to follow specific processes and procedures
- Team player
- Excellent communication skills both oral and written
- Computer/ IT literacy comfortable working with Windows operating systems Microsoft Office Suite etc.
- A B2 level of written and oral English language
- Good analytical and troubleshooting skills
Required Experience:
Unclear Seniority
Key Skills
- Computer Science
- Continuous Integration
- Fraud
- Intake Experience
- Law Enforcement
- Usability
- Analysis Skills
- Computer Forensics
- Driving
- Teaching
- Counterintelligence
- Sass
About Company
Leading digital engineering consultancy specializing in human-centered AI. Deep expertise in AI, data, cloud & edge computing worldwide.
