Job Description
About the Team/Role
We are seeking a technically skilled and customer-focused Technology Service Desk Agent to join our dynamic team. The ideal candidate will be adept at providing high-quality support, training users, and encouraging self-service through innovative solutions. A mindset oriented toward AI and technology utilization is essential. The role requires strong knowledge and adherence to ITIL/ITSM practices and excellent ITSM ticket hygiene.
**How you’ll make an impact
- Provide first-line support for all IT-related queries and issues through various channels (phone, email, chat).
- Troubleshoot and resolve technical issues efficiently and effectively.
- Maintain a high level of customer service, ensuring timely resolution and communication.
- Educate and train users on IT best practices and self-service tools.
- Utilize AI and automation tools to improve service delivery and user experience.
- Monitor and respond to service desk tickets, ensuring adherence to SLAs and XLAs.
- Document all incidents and service requests in the ticketing system with excellent ticket hygiene.
- Adhere to ITIL/ITSM best practices, ensuring process compliance and co...
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