Service Desk Agent

Responsibilities:Should be handling Call / Chat / Email Support to end usersIdentifies issues create Service Request or Incident based on the issue type, and provide L1 resolution, on callShould flag any priority incidents immediately to the SMEEnsures Incident records are kept up to date throughout the life of the Incident, additional information is documented as it becomes available, and progress updates/user chases and other actions are taken towards resolutionEnsures that Incidents which are resolved without leaving the Service Desk are flagged as being a First Time FixReceives successfully completed Incidents/Changes/Service Requests and closes the record accordinglyExecutes required tracking of knowledge base usage and opportunities (voting and rating as required) as well as Sense and Respond activities/actionsHandle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customersAnticipate customer needs and effectively addressing concerns related to their issue or resolutionProvide direct technical assistance to customers via phone, email, and chat.Provides a single point of contact for all users of the serviceEnsures that a continuously high level of customer satisfaction is achievedReceives calls at the Service Desk and undertakes dialogue with the user, ensuring standard Service Desk scripts are followed, with good command over EnglishEnsures that contingency plans are understood and followed in the event that the Service Desk tool is unavailableProvides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly Identifies new requests that are not Incidents and manage them appropriatelyIf the request is a Change Request (RFC), initiate the Change Management process If the request is a Service Request(RfS), initiate the Standard Change / Service Request process Monitors auto-generated incidents from event / monitoring, ensuring that they are correctly prioritised and action taken accordingly Contacts Resolver groups to progress Incident, Problem and Change chases initiated by the userReviews resolution details and take responsibility for closure of all IncidentsContacts the user for agreement to close, ensuring the 3 strikes and out policy is employedChecks the Incident classification and reset as necessaryEnters Incident closure details, and mark the Incident as closed, ensuring appropriate closure codes are usedRaises Incidents to address unsuccessful Service RequestsUnderstands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informedRecords Incidents/Changes/Service Requests within the Incident Management tool and assigns to the appropriate ResolverEnsures new Incident records are opened for all legitimate IncidentsEnsures that users do not have multiple Incident records open for the same issueEnsures correct contact details are recorded on all IncidentsCaptures accurate descriptions of all new Incidents/Changes/Service Requests, classifies them correctly and applies the appropriate classification codesIdentifies Incidents that require management through additional processesIf the Incident is a Major Incident, set the MI flag and initiate the MI processIf the Incident is a complaint, initiate recovery call.