Service Desk Agent

Are you ready for a sneak-peek in the day of an Service Desk Agent in Netcompany-Intrasoft?

As a Service Desk Agent you will:

• Support the Video Conference calls at the Client;
• Provide remote and onsite support for video conferencing services;
• Use setup and monitor video conference calls, establish permanent virtual meeting rooms and operate and troubleshoot the video conferencing system;
• Working with Level 2 and Level 3 video conferencing engineers to troubleshoot and resolve incidents;
• Support executive and non-executive users on the phone and in person, maintaining a highly professional demeanor, including for requests which may be during executive meetings which require immediate responses and resolution;
• Contribute to continual improvement and root cause analysis and overall improved system stability and user satisfaction;
• Schedule video conference calls based on user requests;
• Monitor availability and quality of data lines used by video conferencing, raising issues with providers as necessary;
• Answer questions of users related to videoconferencing;
• Conduct regular testing of Video Conference devices;
• Monitor network “quality of service” for all videoconferencing devices;
• Create and maintain documentation for each type of videoconferencing device;
• Generate weekly and monthly statistics on video conferencing activities;
• Stay up-to-date on topics related to video conferencing technologies;
• Promote use of the video conferencing system;
• Keep the CMDB up-to-date.

Requirements

What would make you a fit for the role:

• Understanding of video conferencing related protocols;
• Knowledge of VoIP telephony environments;
• Experience setting up and monitoring video conferencing calls;
• Experience of troubleshooting the video conferencing system;
• Good level of English and French.