Service Desk Agent

What success looks like in this role:

• 1st Level telephone and other media contact support.

• Strive for a high level of first contact resolution.

• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.

• Accurately document calls and incidents.

• Manage time and workload to meet predetermined service levels.

• Maintain data accuracy in our contact management system.

• Assign incidents and requests to the correct support group.

• Act as a single point of contact on incidents and problems logged.

• Perform appropriate diagnostics to initiate problem management workflow process.

• Provide clients with a reference number for their incident/request.

• Understand various media sources that interface with the Service Desk.

• Support multiple clients through customer service professionalism and insight.

• Become multi-skilled as workload changes occur within the Service Centre.

• Champion, implement or support change.

• Identify process efficiencies within the Service Centre and to take corrective action to implement change.

• Discover and document pr...