Service Desk Agent

About

Description

We are seeking a proactive and customer-focused Service Desk Agent to join our dynamic IT support team. In this role, you will serve as the first point of contact for technical support, assisting users in resolving hardware, software, and network-related issues. Your ability to troubleshoot, communicate effectively, and deliver excellent service will ensure smooth operations and high user satisfaction.

Responsibilities

• Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed
• Ensure that all calls are logged within ITSM tool as per the required operational processes
• Assist team with work overload as and when required and ensure general administration work is up to date
• Ensure high level of customer liaison is maintained at all times and interaction is conducted in a highly professional manner
• Follow appropriate escalation procedures as and when required
• Ensure adherence to respective client specific Operational Manuals
• Working well under pressure

Qualifications

• 1-2 Years’ experience in an IT service desk environment
• 1-2 Years’ Customer service experience
• 1-2 Years’ experience in First call resolution
• A+, N+ or Higher
• ITIL v3 or ITIL 4

Application instructions:

• To apply simply, click on the apply button