Service Desk Agent

Technical and Professional Expertise:

• Customer Handling Skills & Good communication skills (Fluency in English is a must)
• Incident management and usage of ticketing tools.
• Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related troubleshooting skills.
• Unparalleled Listening and Comprehension capabilities.
• Ability to keyboard to capture important details on a call for documentation
• ITIL Basic Knowledge, Proficient in handling customer queries.

Responsibilities:

• Provide direct technical assistance to customers via phone, email, and chat.
• Identifies issues create Service Request or Incident based on the issue type and provide L1 resolution.
• Work diligently towards achieving KPIs/SLAs as part of a multi skilled team.
• Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
• Should flag any priority incidents immediately to the SME.
• Ensures 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 resolution.
• Receives successfully completed Incidents/Changes/Service Requests and closes the record accordingly.
• Executes required tracking of knowledge base usage and opportunities (voting and rating as required) as well as Sense and Respond activities/actions.
• Provides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly.
• Monitors auto-generated incidents from event / monitoring, ensuring that they are correctly prioritised, and action taken accordingly.
• Understands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informed
• Identifies Incidents that require management through additional processes