Posted on :
19 Oct, 2022
19 Oct, 2022
The Service Desk Agent is the first point of contact for clients and vendors, accountable for taking calls, chat requests, or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.
Job Title: IT Service Desk Agent
Duties & Responsibilities:
Contribute to the process of managing tickets or calls logged at the service desk
Ensure all incidents which are logged, are accurately categorised
Ensure the allocation of an appropriate ticket prioritisation code upon receipt of the ticket/call and during the logging process
Ensure ticket diagnosis is conducted as to discover the full symptoms, determine what has gone wrong and how to correct it
Ensure reported faults are investigated and diagnosed
Be expected to take ownership and resolve or further escalate escalated incidents
Check incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident
Ensure relevant actions have been logged to enable tracking
Knowledge, Skills and Attributes:
A good understanding of the vast range of IT operations and NTT service offerings
Display excellent levels of client engagement
Service orientated in nature
Excellent collaboration skills and able to interact professionally
Desired Experience & Qualification
Relevant regional technical or equivalent qualification
Relevant technical certifications preferred
Demonstrable relevant work experience gained in call centre managed services / services delivery environment within a medium to large ICT organisation.
Demonstrable experience in working in a fast pace high performance team.