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.<\/p>\n
<\/p>\n
<\/p>\n
<\/p>\n
<\/p>\n
Job Title: IT Service Desk Agent<\/strong> Job Summary:<\/strong>
\nLocation:<\/strong> Claremont<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nContribute to the process of managing tickets or calls logged at the service desk
\nEnsure all incidents which are logged, are accurately categorised
\nEnsure the allocation of an appropriate ticket prioritisation code upon receipt of the ticket\/call and during the logging process
\nEnsure ticket diagnosis is conducted as to discover the full symptoms, determine what has gone wrong and how to correct it
\nEnsure reported faults are investigated and diagnosed
\nBe expected to take ownership and resolve or further escalate escalated incidents
\nCheck incidents are fully resolved and users and\/or clients are satisfied and agree to close the related incident
\nEnsure relevant actions have been logged to enable tracking<\/p>\n