Job Summary
The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Agent escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.\r\n\r\n\r\nResponsibilities \r\n\r\n• Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance. \r\n• Respond to questions from all emails and callers. \r\n• Become familiar with each client and their respective applications. \r\n• Learn fundamental operations of commonly used software, hardware, and other equipment. \r\n• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software. \r\n• Become familiar with helpdesk policies and services. \r\n• Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department. \r\n• Other duties as assigned by the Service Manager.\r\n\r\n\r\n\r\nRequirements\r\n\r\n• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others. \r\n• Ability to utilize the applications for Microsoft Office for support, reporting and documentation. \r\n• Excellent oral and written communication skills. \r\n• Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired. \r\n• Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it. \r\n• Creativity. Ability to think around problems and come up with creative solutions is helpful. \r\n• Ability to work with or without direct supervision.\r\n\r\n\r\n\r\n\r\nEXPERIENCE/KNOWLEDGE & SKILLS\r\n\r\n• Exceptional written and oral communication skills.\r\n• Exceptional interpersonal skills, with a focus on listening and questioning skills.\r\n• Fluent English.\r\n• Support for computer hardware and any authorized desktop software\r\n• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network\r\n• When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members\r\n• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues\r\n• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician\r\n•
Key Responsibilities
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.