Summary of Role
To provide first-line service desk support to external customers, assisting them with hardware and software problems via phone, or email, or other communication solutions (Eg.
Chat, self-service Portal).
The IT Service Desk Agent is responsible for the day provision of the Services. This includes ensuring that a continually high level of service is provided to the customers as set out in Company's agreements with customers, in the languages described in this document.
In order to provide this high level of service the Agent will be required to effectively manage their available resources, including equipment, information, and technologies.
Key Tasks and Responsibilities
To provide 1st line technical support; answering support queries via phone and email, or other communication solutions (Eg.
Chat, self-service Portal)
Provide high level professional IT services in an efficient manner
Maintain a quality business relationship with all customers
Make effective use of procedural, informational, and technical documentation
Share knowledge with other team members as appropriate.
Duties and Responsibilities
To provide 1st line technical support; answering support queries via phone and email
To maintain a high degree of customer service for all support queries and adhere to all service management principles
To take ownership of user problems and be proactive when dealing with user issues
To log all calls in the ticket logging system
Respond to enquiries from clients and help them resolve their hardware or software problems
Continuously monitor incoming customer contacts including those made by any of the media available to the Company's customers
Continuously monitor outstanding calls and ensure that provision is made in case of your absence
Support users in the use of computer equipment by providing necessary training and advice
To allocate more complex calls to the relevant IT Support team member
Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements laid down by Company and Company's customers
Identify any service related issues and escalate to the Team Leader
To provide assistance with ad hoc task from Team Leader or SDM that will help fulfil service delivery