Job Description :
JOB DESCRIPTIONS L1 SERVICE DESK AGENT
The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming contact, tracks all information in a tracking system, uses a knowledge base tool along with their expertise to resolve problems / requests in a timely fashion.
The Service Desk Agent escalates unresolved problem / issues / requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.
Specific duties include but are not limited to the following :
Primary responsibility is user support and customer service. Being present and available to clients requiring assistance.
Respond to calls, email, self-service tickets, Voice Messages, and chats.
Become familiar with each client and their respective applications.
Learn fundamental operations of commonly used software, hardware, and other equipment including Windows OS, Microsoft Office, Lotus Notes, SCCM, Active Directory Citrix and more, maintain standard software configurations.
Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software (Remedy, ServiceNow, HPSM).
Become familiar with helpdesk policies and services (FCR, HHO, Reassigning tickets).
Become familiar with the Systems, Network (LAN, SSL VPN and Network Share connectivity issues, Database, Desktop Engineers, and each team in the organization.
Other duties as assigned by the Service Operations Manager.
General Requirements :
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Ability to utilize the applications for support, reporting and documentation.
Excellent oral and written communication skills.
Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Serve as the single point of contact for IT related issues and questions.
Dealing with hardware and application support queries and issues reported to the service desk.
Take ownership and responsibility of an issues from start through to a successful resolution.
Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
Dealing with queries by following departmental procedures for resolution.
The duties require that the Service Desk Agent receives and logs contact using the appropriate ticketing system.
Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures.
Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas.
Maintain adequate knowledge of operating systems and application software used to provide a high level of support.
Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
CORE COMPETENCIES :
Working with People
Applying Expertise and Technology
Learning & Researching
Planning & Organizing
Delivering Results and Meeting Customer Expectations
Achieving Personal KRAs and Objectives
EXPERIENCE / KNOWLEDGE & SKILLS
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Fluent English and any required supported language skills in pairs or multiples with English.
German (C1 / C2 proficiency)
Dutch (C1 / C2 proficiency)
Czech (C1 / C2 proficiency)
Slovak (C1 / C2 proficiency)
When the resolution is beyond the scope of the L1 Service Desk Agent he / she will escalate the issue / problem to proper level 2 and 3 support team members.
Develop trends by monitoring and analyzing incoming calls, problems and support requests.
Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technical team.
Identify and learn appropriate software and hardware used and supported by the customer.
Excellent customer service skills.
Ability to work in a busy environment.