Service Desk Agent

MUST HAVE

• Excellent spoken English and written communication skills.

• Excellent Customer Facing skills and focus to resolve end user issues.

• Technologist to respond to L1 / L2 Troubleshooting issues over phone, with a drive to achieve First Call Resolution.

• Technologist to respond to incidents and requests logged by user via Service Now tool.

• Technologist to investigate and diagnose incidents and take necessary action to quickly resolve or escalate to the correct onward support team.

• Able to document all actions clearly according to process in tool

• Follow incident life cycle as defined by process for logging the incident with proper priority, categorisation, and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure.

• Constantly improving technical, process and soft skills to achieve client and internal quality CSAT scores, resolution, on call and customer service scores.

• Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.

• Performs incident notification and escalation to ensure issues are communicated effectively and receive proper management