Job Summary

Service Desk Agent - English

Serve as the first point of contact for customers seeking technical assistance over the Phone, Email, CHAT & Web Incidents.

• Reviewing, triaging and managing support tickets.
• Working with internal teams and our support partners to resolve and clearly communicate updates with business users.
• Review ITSM support queues daily, drive down backlog and aged of tickets.
• Review ticket quality – ensure all mandatory fields are filled in.
• Ensure clear ways of working and efficient approach to help tackle the backlog.
• Understand business user’s needs and criticality of tickets to effectively prioritise own time and juggle tickets and issues from the business
• Establish and evolve relationships with key stakeholders - be the ‘go to person’ for selected issues, support or changes
• Set and manage expectations to support regional teams in their trading partner management/ communication and ensure clear information is shared with all key stakeholders in the trading partner set up process
• Partner with wider technology teams and be aware of and input into other changes
• Understand the underlying business processes that various applications support and combine that with an understanding of the technical aspect and processes.

Key Responsibilities

To provide service desk support

Skill Requirements

Microsoft Windows, Office, servicenow

Other Requirements

Good Communication skills