We are looking for a Service Desk Agent to provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. Provision of 1st line support for incidents. The incumbent should have sound technical capability, work under supervision, support standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs). In addition, the incumbent should:
Have Business awareness to develop an understanding of customer’s environment and service delivery requirements to enable the delivery of a first class service.
Be able to document actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
Be able to take ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Know when problems are ‘beyond them’ and escalates so they can be resolved.
Be able to escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
Be able to act as a team player and be viewed by colleagues as a helpful and effective member of the team.